Why Your Customers Are Neither "Right" nor "Wrong"

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Case study from Step-by-Step Marketing: Why Groupon.com pleases even customers who are wrong

Groupon.com, one of the fastest growing companies on the Internet, emails its members daily offers to buy discounted deals in their residential areas. One recent deal, for example, offered members in New Jersey an opportunity to buy $40 worth of food at an Italian specialty store for $20. It's a great business concept, but it places unusual demands on Groupon.com's customer service.
Here's an example...of taking the long view.

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