What do you mean when you say extracting value versus creating it? What do you mean by that?

Well, so the essence of what creates, you know, in my language, a promoter is when you deliver so much value to a customer relative to their expectations, relative to what they could get elsewhere, relative to what they're paying for it.

that they find it remarkable.

You've made their life better in some material way, which makes them happy to pay whatever price you're charging.

So happy, in fact, that they're motivated to share that with friends, share that with loved ones.

When that's not true, when the opposite is true, when people feel resentful or angry or upset, When a company doesn't deliver what it has promised or what is expected in a significant way because they're overcharging or because they're under resourcing or under delivering, that's what we tend to call bad profits.

Things that are extracting value from the customer relative to what the customer could or should get.

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