- 30.12.08 09:42
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(Consumers take personal offense when a relationship framed as a social exchange turns out to be a market one.)
"If you're a company, you can't have it both ways. You can't treat your customers like family one moment and then treat them impersonally (or worse, as a nuisance or competitor) a moment later when this becomes more convenient or profitable. This is not how social relationships work. If you want a social relationship, go for it, but remember that you have to maintain it under all circumstances."
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