Some management issues are hard. You are often balancing priorities. Sometimes though it is extremely simple: either you have concern for customers and take actions to back that up or you have some concern but don’t do anything about it.
Here are some examples that show you really just don’t care.
If you have invested millions in setting up computer systems to authorize, and reject, payments for say a credit card and you fail to notify customers when you reject a charge you just really don’t care. There might have been an excuse 10 years ago that it was too difficult to notify people. Today if your IT people can’t do that, hire a new CIO and have them create an IT support system that isn’t an embarrassment to any institution relying on it.
Another sign of an extremely weak IT and customer focus presence in an organization would be deleting records of your customers after 6 month or 1 year or ever. Again this is common among the too-big-to-fail financial institutions that seem much more able to design system to extract fees and justify ludicrous bonuses to executives than to provide the most basic services for customers.
Amazon, and most any non financial-too-big-too-fail institution, keeps your records available for you. The too-big-too-fail crowd though won’t keep records as well as the site you buy books from. They slap fees on customers if they want to get the paper statements they used to get for free. That is fine with me (the fees are far too high, but the concept is fine with me). The too-big-too-fail crowd wants to save money by not mailing you paper. Fine.
Then, deciding to delete your records after 6 months, or a year… is just a sign you have no interest in serving customers. Other than an organization that has no interest in customer service, suggesting such a thing would be a direct ticket to remedial training on providing value to customers.