A classic example of what can go wrong if a firm does not focus on the benefits a customer receives instead of the product itself was the railroad industry. That industry focused on improvements in trains and the rails themselves instead of
A) including the stations and parking facilities in the modernization efforts.
B) focusing on the comfort of the riders.
C) expanding the number of trains to accommodate growth.
D) focusing on the transportation, not trains.

Question

Quizplus · Accepted Answer

The railroad industry's mistake was concentrating on the physical aspects of trains and rails rather than understanding they were in the transportation business, which encompasses a broader perspective of moving people and goods efficiently and effectively, regardless of the mode of transport.

A Classic Example of What Can Go Wrong If a Firm