It's the customer, stupid

摘要

You'd think that after Intel's (www.intel.com) Pentium floating-point debacle in late 1994 and early 1995, electronics manufacturers would have learned a few important lessons about taking care of their customers. Sadly, however, some companies—and big ones at that—apparently still haven't figured out these lessons. When will they learn the wisdom inherent in that saying, "A happy customer will tell 10 friends; an unhappy customer will tell a hundred"?