Sadly, brand reputation is a means to an end. If they lose the most demanding 5% of customers, while getting 10% more profit from the other 95%, that's a huge

Sadly, brand reputation is a means to an end. If they lose the most demanding 5% of customers, while getting 10% more profit from the other 95%, that's a huge net win. At least in the short term. But manager bonuses and promotions and the stock price are all based on the short term, aren't they?