Let's assume the author is serious for a second; the company he/she is describing is just asking to get fed to the lions by a company that does not embrace mediocrity-as-policy mantra, and shows they actually give a damn about their product and their customers. Those customers they are pissing off, but aren't seeing leave, are staying because there isn't another option; as soon as there is, the exodus will begin.
On the other hand, the vast majority of companies are mediocre ... and they stay around for decades literally. It doesn't mean that they don't give a damn about their customers - no, they do, it's just they could do it better, much better. If they really tried. And still the customers stay. This is a great mystery, but still true.
As an example, if I go to the site that lists Australian ISP's (http://bc.whirlpool.net.au/), I can see 228 ISP's listed. How's that possible that so many exist - are they all exceptional companies? Do they all provide the same quality of service? Are all plans equally attractive? Clearly no, and I guess that top 10 ISP's may hold some 80-90% of the market. But still the other 218 still have enough customers despite of being 'mediocre'.
On the other hand, the vast majority of companies are mediocre ... and they stay around for decades literally. It doesn't mean that they don't give a damn about their customers - no, they do, it's just they could do it better, much better. If they really tried. And still the customers stay. This is a great mystery, but still true.
As an example, if I go to the site that lists Australian ISP's (http://bc.whirlpool.net.au/), I can see 228 ISP's listed. How's that possible that so many exist - are they all exceptional companies? Do they all provide the same quality of service? Are all plans equally attractive? Clearly no, and I guess that top 10 ISP's may hold some 80-90% of the market. But still the other 218 still have enough customers despite of being 'mediocre'.