Part of the art and science of customer support is understanding how you can lose money on *every* transaction that customer support gets involved with and still have things work out for you at scale... contingent on *very* successful execution both inside and outside of CS.https://twitter.com/bznotes/status/1202362389917847559 …
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Wouldn't that imply a negative contribution margin for every additional less-than-house-sized product sold? But banks continued to provide services other than checking and mortgages. Or am I taking "any transaction smaller than a mortgage" too literally?
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