[mschuster91]

that can work out in large scale b2b or expensive consumer goods... but in mass market goods? forget it. people vote with their wallet and only their wallet, as evidenced by the shiploads of (sometimes life-threateningly defective) crap Temu and Alibaba have flooded most Western countries with.

[datadrivenangel]

Zappos got a huge exit by having exceptional customer service. Enough people notice.

[mooreds]

Yeah. You can win both ways, by racing to the top with service or racing to the bottom with price. I know which strategy I'd rather be part of.