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Q Prior to getting started with this assignment, review the detailed instructions for all discussion boards on Syllabus Page 1, FAQs. If you have not already, take a thorough look at section 14.3 While reading, think about and then answer the following two questions. (1) Should a company be happy or concerned if most customers are satisfied? (2) Is this customer always right?

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A company should be more concerned than happy if most customers are satisfied. Because customer satisfaction is one of the significant objectives companies try to achieve, the company's objective still needs to be fully achieved when most customers are satisfied. If most of the customers are satisfied, it indicates that some of the customers are still there who are not satisfied. These unsatisfied customers have a more significant influence on the company through negative word of mouth. The negative word of mouth of unsatisfied customers will lead to a loss of potential customers for the company.