TheBarrister wrote:
The cardinal rule of marketing after all is growing your most profitable customers,
Actually the cardinal rule of marketing is to get attention. Angry customers are far more beneficial to a company than apathetic ones, and you don't really have to market for happy fans since you've already got them. Angry fans are likely to purchase your products to see if their anger is justified, or continues to be justified, whereas an apathetic one isn't.