To an MBA the ideal situation is one in which your customers are exploited just enough not to hate you so much they go through the trouble of switching to someone else. Ideally they have nobody else they can switch to so you can make them hate you as much as possible without them showing up to your building with a gun, aka the ISP and telephone provider model.
The sad part is that it works. My favorite companies are not the ones I've given the most money, because my favorites have provided tremendous value for my dollar. I might adore Leatherman and use their products multiple times a day but the fact is I spent $150 fifteen years ago and never had to again.
The sad part is that it works. My favorite companies are not the ones I've given the most money, because my favorites have provided tremendous value for my dollar. I might adore Leatherman and use their products multiple times a day but the fact is I spent $150 fifteen years ago and never had to again.