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Good Profits Vs. Bad Profits: The True Cost of Focusing Only on the Bottom Line

By Dr. Kevin Coughlin

Is there really such a thing as bad profits? With business getting larger and more powerful, and investors feeling and expecting ever greater ROI, wouldn’t that imply that all profits are good? Not bad profits - those profits that are earned at the expense of customer relationships. Whenever customers feel misled, mistreated, ignored or coerced, then the result is a bad profit. Bad profits arise when a company saves money by delivering a lousy customer experience.

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