When Baltimore Ravens quarterback Joe Flacco was asked about the issue this week, he took a different view than many other experts and observers.

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When asked whether she was concerned about her reputation over the issue, she said she wasn't worried.

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Actually customers have concluded that already: that CMO Council survey also asked customers what their expectations were when they complain to their carriers about an issue. 29% of the respondents said the company simply would not care and another 16% said the company would not address the concerns of one person out of a million.

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