And this:
Originally Posted by
bisonrav
They were never in danger of losing me as a customer over this,
Is the reason you find this:
Originally Posted by
bisonrav
But the focus on internal process over customer experience is BA in microcosm, and it’s an aggregate of such experiences that causes frustration and antipathy.
It's not just BA, (although I think BA are a particularly bad culprit in this regard), lots of large companies loose customer focus due to their dominant position and in this case the belief that their "Club" has customers hooked enough that there is no real need to adjust internal processes to the benefit of customer service.