The moment you start treating your customers as captives, they begin to make other plans.
It might take a while, but they always end up leaving. The first step is warning away their friends.
On the other hand, when we treat our customers like the free agents they are, they often choose to stick around (and bring the others).
Before you reward an analyst for jacking up the price and making some money this week, it might be worth focusing on what that short-term move is going to cost you.
