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Adam Kotsko:

Simply put, the way we were taught the market for consumer goods is supposed to work does not seem to hold anymore. The market was supposed to incentivize businesses to offer attractive products, at competitive prices, in a convenient format, and then customers were supposed to respond to those positive signals by rewarding them with their business. Now businesses increasingly take actively customer-hostile actions — locking up products, replacing paper menus with cumbersome QR codes, and of course chronically understaffing everything, which is the root of all of these issues — and insulate themselves from any feedback.

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