Taking customers at ransom?

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What you think of companies that are big and sometimes seemed not to bother about what customers really want? They said they care about customers but their actions said otherwise? For example, at one point KFC, in Malaysia has introduced 'Curry fried chicken' and in an effort to promote it, it stop selling the spicy fried chicken. Luckily it doesn't work.....the scrapped the new product and continue with the spicy, old one. And recently, it introduces another one, couldn't remember much,...but I think it's 'rendang fried chicken or 'satay' chicken and it tries to sell it with the bucket package. But I think such actions is not very customers friendly - you force customers to tried and 'like' what you produce.....is wrong. What say you?