Do you play or publish a game or group of games (like boardgames) with a dedicated community following? Hasbro can get away with publishing games supported by casual players, nobody smaller can.
The average customer won't do you any favors. She won't buy your game based on your brand, your history, your reputation, nor the promises of your advertising.
A member of your game's community WILL. If you live up to all those positive things you think and promise about yourself, she'll do it again and again. She may tell her friends. She'll feel great about doing it.
How big is your game's community? It's not big enough. A strong community means regular customers for a publisher. It means a more rewarding gaming experience for the players.