In 1985 Coca-Cola reformulated Coke after blind taste tests showed consumers preferred a sweeter recipe. They had not measured the brand-loyalty bond. The launch produced public outrage; the company reversed within 79 days. The data had been collected; the meaning of the data had been misread.
The principle: Quantitative preference and emotional ownership are different variables. Customers can prefer the new thing in a test and still revolt at having the old thing taken away — because what they were buying was never just the product.