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Meaning
This reads as an argument that a brand is judged less by its highlights than by how it behaves at its weakest point. It points to the idea that one bad experience can shape public perception more than many good ones, which makes it especially relevant in product design, customer service, or reputation management.
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Source
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Original Language & Translation
Originally said in English.
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About Robert Scoble
Robert Scoble is quoted here; further biographical details are not publicly available.
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