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Microsoft misjudges customer loyalty with kill-XP plea

Time: 06:42 EST/11:42 GMT | News Source: CNET | Posted By: Robert Stein

"There's nothing wrong with asking your customers for help," said Gene Grabowski, an executive vice president at Levick, a Washington, D.C. firm that specializes in crisis public relations and corporate reputation messaging. "But you have to establish loyalty before you ask them, and even then you have to structure [the request] so there is a distinct advantage to the customer."

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