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Losing customers
Company XXX is a giant internet company with a huge network of publishers and advertisers. It has developed a very effective technology, but does not believe in providing customer service, probably to save on costs and improve margins.
It is trying very hard to improve its sales in new markets, since the market in its home country is saturated. In the emerging market, there are few competent people with a good knowledge of how the internet works. Instead of cultivating these people, they are always looking for new customers, some of whom do not even know how to handle a computer.
However, its employees have a lot of discretionary powers with few checks and controls. Many of the methods used by these employees ensure that these high spending customers are lost for life.
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