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Through Digg I came across a blog post called  4 Signs Your Customers Hate You. Good post referring to a Harvard Business Review article on companies which profit by policies which tick off their customers (for example, miss your credit card payment due date by a day, get hit with a $25 late fee– of COURSE the credit card company is hoping every single one of its customers will be a day or two late every time!).

The post cites 4 signs you may be guilty of these sort of practices:

1. Your most profitable customers would tend to be the ones most unhappy with you, rather than the ones who like you the most.
2. You create rules which you would prefer customers to break (ie. the credit card payment due date), since it is profitable for you if they do so.
3. You create rules which are hard for your customers to understand.
4. Your preferred method of ensuring customer retention: contracts locking them in.

It’s all well and good until a new competitor comes along and lets the sunshine in. Then you’re dead in the water. I’m talking to you, cell phone service providers.