SAN FRANCISCO It’s a war out there. Thanks to all the blogs, ratings, rankings and reviews splashed over the Internet, consumers know more about what marketers sell and how much competing goods cost than they ever did. And if any of the experiences interacting with a company are mediocre, consumers are gone—no matter how stellar the products or clever the marketing. If the interaction is worse than mediocre, they might bad-mouth the brand to everyone on the Net.
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