Customers have never complained more than they do now. Maybe it hasn't reached those at the top that customers have more and more complaints? They refuse to admit that the current business strategy is not supported by the majority of employees, but customers do not like it either. Ignoring the wishes of customers means not valuing their loyalty, and that is not good!
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JG IS NOT A NICE GUY. He is a loathsome egomaniac. Worked for him for almost 5 years.