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Published: June 7, 2013

 
 

Containing the Anger over Customer Fees

Bottom Line:
As companies try to balance the twin goals of generating profits and nurturing relationships with consumers, the growing use of penalties represents a tricky challenge. By being fair, transparent, and flexible, companies can reduce the risks of alienating customers while still using fees to bolster the bottom line.

 

 
 
 
 
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