Will customer loyalty convert into shareholder loyalty?As an...

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    Will customer loyalty convert into shareholder loyalty?

    As an Aussie BB customer, I'm not surprised at their revenue numbers exploding over the years.

    This is the typical anecdote:
    "My ISP is Sh*t, it drops out at X o'clock when everyone is on"
    "Well, you're not getting what you paid for, did you know that AussieBB pretty much guarantees to allocate you the speed you paid for, no dropouts."

    They don't try to compete on price, and anyone in marketing should know that competing on price is a race to the bottom. They're focusing on quality and the full customer experience lifecycle. Take a look at their marketing material, and the product is secondary. Looks like that sort of excessive, technical detail, is typically word of mouth through more detail-oriented people.

    Does that amount to a moat? probably not... But in a sea of garbage, the diamonds shine bright.

 
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