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"And at the same time, the interesting thing is customers are getting growing power, they're becoming more powerful and so they're exercising that power in a condition of fear that can be very challenging. And it's leading to erosion of trust and loyalty, which is compounded by the shrinking of the product life cycle. So even if you have a good product and customers are happy with it, there are new products that now are available and so it's a continuing challenge. " - John Hagel, Founder of Beyond Our Edge.