The problem with customers is that customers have problems. The problem for companies is that without customers they have more than just problems: they have no business. Therefore it is in their interests to resolve their customer’s problems in order keep the business afloat. It sounds simple, but sometimes it seems as if a crystal ball is needed to get things right.
For most of the worlds businesses, the more customers they have the happier they are. More customers mean more product sales, greater profits and a rosy future. But when your business is selling a product which relies on bandwidth, things can be a little more complicated. For a large cable-internet provider such as Time Warner Internet, an increase in customers is still a good thing, but they need to be a step ahead of the game to ensure they are keeping their promises.
If they see each of their customers as a car and bandwidth as a motorway, they can build the biggest and shiniest motorway in the entire world, but if every single car wants to drive down it at the same time, eventually things will start to slow down. If that traffic increases even more, it could cause a complete standstill and disaster for customers, particularly if they are marketing the product based upon its speed and reliability.