One day the company decided on a turn around strategy which was to increase sales and cut costs. The strategy did not work. All that happened is that support staff were laid off and more sales people hired instead. The customers, however, became disillusioned because the service deteriorated. Then there was the infamous cost saving stunt of no more water coolers or Ricoffy. (Ricoffy is the low cost instant brand for Nescafe Coffee).
Read the article over at MyBroadband here.