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Contrast that with the software program I use in my biz requires, my guess, minimal upgrades and due to the high switching costs moving elsewhere is not an option. So if I don't like it, that's tough. With a restaurant, customers can move on. I would understand why the software company would want to spend and spend and spend to make me a customer cause the decision to patronize the product is virtually a one-time deal, almost set for life, with unlimited pricing power if not used in a draconian fashion.

i guess it is a super obvious point (probably something to beat into the head) with Amazon on how they keep customers:

*give them free movies and TV shows, even if bottom of the barrel vs. Netflix
*link a credit card which gives higher than normal points
*appeal to the altruistic side by using a 'smile' version intended to benefit charities
*include user reviews - even bad reviews (though switching to verified purchase reviews only made sense once there were enough)
*etc. etc. etc.

They do so many things to keep you as a customer. I mean, who else does this? Hardly anybody. Costco kinda comes close, but anybody else? Not anybody I know, in no other realm of customer service or retail or whatever.

But evaluating this these with Amazon is one thing, but how do you apply this sort of knowledge to other companies? Do you just rely on the customer acquisition numbers ala what they do obsessively on Saul's boards?
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