When Cost-Cutting Starts Damaging the Customer Experience

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2026-09-15 17:55:42 -

Introduction A founder looks at the quarterly numbers and sees margins tightening. Shipping costs have crept up, supplier prices have risen, and the board or the bank account is asking for better profitability. The instinct, understandably, is to start cutting. A cheaper shipping carrier here, a reduced customer service team there, a slightly lower-grade material swapped in without much...

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