Hi Deborah,

You're right; it's a bad company mythology that your customers stick with you because they are loyal to you. No, most of the time we're stuck with you because you may be the best option for now. My mobile provider keeps my business because they don't drop my calls; but their lack of appreciation--and the fake "special deals" that are available to everyone and worse than those being offered to new customers--means I'm just waiting to jump ship.

Great post!  --Daria