after taking this course, i starting to realise customers are really impt. a company cannot survive without customers. they determine the profitability of a company. that's y i learning abt customer satisfaction, customer retention. many companies will go through all means to satisfy and retent their customers, at the expense of increase cost. they knoe that in the long run, this will benefit them. for eg, Nort__ (cant remember the company name), a company in overseas who sell apparels. they value their customers a lot. they have a money back gurantee policy, even though it is clearly not their fault tat you are returning the apparels to them, they just follow the policy. some may argue whether the company can survive long, people can just come for refund for anything. but the management said this only comprises a small percentage of the customer group. overall, their customers trust them. customers like their services and continue to patronage. ya this company is big, expanding their mkt since dunno when la..

however they are also some companies who care only about their bottom line. they may neglect their customers just to reach the bottom line. i think tat monopoly can do that. they captures the largest or even all the market size. they can stilll survive strong not valuing their customers..

haiz.. i am saying all this cos i not happy with a particular company right now.. n i think it is a monopoly.. (talking abt monopoly, i just played it online few days ago.. fun leh.. ha..) ha dun u all think that managing a company is not easy? put in so much effort, u still need to care a lot for your customers.. but this is how a company works la..

grace so undeserved but you give it away freely