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I agree that a company has to focus on the customer. If the customer isn't satisfied they will go elsewhere to get the product and the business that loses that sale will suffer in the long term as more and more customers go somewhere else for it. Word of mouth is the quickest means for negative feedback about a store/product to get out. We may tell 5 people about how good a product is but we will tell 10 people how bad a given product is, and if those 10 tell 10 and those tell 10 etc. pretty soon everyone knows to avoid product x made/ sold by company y.
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