Sorry. This is nonsense.
It's not the customers fault if products and services are crap, and it's not apathy to decide that you "won't buy that again". Thats the market.
It's down to brands, businesses and services to be proactive, and find out why they're not selling as much as they could.
In short, if your product is sh it, its your problem. Your potential customer base will just get on with the rest of their lives.
Rant over.