Hidden Charges Do Not Equal Customer Loyalty

I recently read this article in the New York Times called “Verizon: How Much Do You Charge Now?” by David Pogue and it doesn’t bode well for any company.  Customer loyalty is based on treating customers well and consistent hidden charges doesn’t help build it. 

In an extremely competitive market, do companies need to keep charges likes this to make them profitable?  Is it justified? What do you think?


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