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Well this means one of two things:
1) They aren't different enough from their competitors (they don't have a competitive advantage)
or
2) They changed in a way that made their competitors more appealing (they just lost their competitive advantage)
Or maybe there's a third:
3) Their users are so brand loyal that they're hijacking the site until the developers give them what they want (welcome to the collaborative society of the Internet, where your users are also your employees/associates/reps/consultants, for better or for worse)
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Knowing that death is certain and that the time of death is uncertain, what's the most important thing?
—Bhikkhuni Pema Chödrön
Humankind cannot bear very much reality.
—From "Burnt Norton," Four Quartets (1936), T. S. Eliot
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