Well, maybe everything wasn't wrong, but according to this, everything wasn't right either.
To maximize profit, managers have pursued the Holy Grail of becoming number one or two in their industries. Recently, however, new measures of service industries like software and banking suggest that customer loyalty is a more important determinant of profit.
It's an interesting perspective, and I think it only applies to the service industry, but it is still something to think about. In many industries, and especially in small local or regional markets, market share just isn't that important.
