And that is basically the point of that segment of the podcast. The parking company execs invested in the customer support dept and treated them better with with lower calls per day, colorful titles and nice zen rooms. They indicated zero turnover afterwords in that department and probably helped that company retain customers as a result and probably lower costs due to lower retraining. Unfortunately, large companies with monopolies don't need to do that to retain customers as they dont have much of a choice.
This is a good perspective. I hadn't thought of it that way --- probably because I was mentally comparing a very large company (Comcast) with a much smaller one (SpotHero). But you are right, in both cases it is decision trickling down from the top that affect the behavior of CSRs and how the company is perceived.
