Consumers can influence a business by their choice to continue purchasing goods and/or services with a cetain company becasue they can choose to take their custom elsewhere.
This is the reverse of an employee’s job, looking at it from the opposite point of view. If a customer recieves good service they will most likely shop with the business again, therefore giving them another retained
consumer and an increase in profit, this also means that they are most likely to
recommend this company to their friends and family, which gives them a good reputation. However if a consumer recieves bad service they are going to take their business elsewhere and if they share this experience with other people, the company will start to lose customers.
So the fate and success of the company rests in the hands of the customers for profit and sales, and the employees to keep the customers happy and retain their business.