Financial results used to be the North Star for all businesses....until 20-30 years ago. While you still gotta make profits to remain in business, there was an inflection point when some businesses recognized customer satisfaction as the most reliable means to an end.Unfortunately none of us, and our satisfaction, matter to Ford.
As Ford seems forever ensconced near the bottom of every CSAT list I see, they seem to be clinging to early 20th century strategies.
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