Peter Fader [Archive.org URL]

Companies are being overly responsive. They’re listening to every tweet and every Facebook post and basically saying, “The customer is always right; what are we going to do?” I’m all in favor of discrimination in the marketplace. Let’s give extra attention to the high-value customers. The other ones … have to live with it. It’s very important for a company to focus on the right customers and not feel compelled to be all things to all people.

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