Not many businesses survive, never mind thrive, with a customer-satisfaction rate of 50%. Somehow that ratio doesn't do justice to the 68,756 patrons packing spiffy Gillette Stadium and the 5.5 million homes watching ESPN as quarterback Tom Brady leads the New England Patriots past the Buffalo Bills. Armed with a game plan designed by the league's best coach, Bill Belichick, Brady dismantles the Bills. No doubt Bills customers at home in western New York are disappointed. Two weeks earlier, it was the Pats turn to disappoint, courtesy of a whipping from the surging Pittsburgh Steelers. The real winner, as it is...
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