The more a firm can flatten this hump, the more it will profit from customers who do not bleed the firm. So the question stands: when should a firm fire a customer?
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Empowered, activist customers are getting better and better at making their displeasure known... and, as they proved this year, they are also getting better at winning battles against big companies.
It seems like everyone is mad at Netflix these days for perpetrating what Jason Alexander termed "literally the worst thing that has ever happened to ...
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