Originally Posted by tfvaida

Wow, what a great summary - ...

As a business owner and operator I know my lifeblood is making my customers believe (by being the best) that choosing another company will be painful and difficult, not just trying to bribe them... otherwise I'm in a commodity business where margins are low and customers move around alot. So airlines are becoming like cell phone operators, they try to find ways to sucker you in the door (subsidized phones), and then force you to stay. I prefer actually running my business in a way that makes my customers happy to work with me, rather than afraid of the cost to leave.