For companies, variation can have a huge impact of how customers are treated, especially if those brands aren’t prepared to handle the changes. It found that the leading insurance companies excel because they are simply better communicators than other companies. In both places, most customers didn’t have flood insurance, which led to even more calls to the insurance companies. The most unhappy customers happen when circumstances change and the company hasn’t planned for any variation. That basically tells customers that their time isn’t worth it because the company didn’t plan ahead.

Source: Forbes May 24, 2018 08:26 UTC