Relationships and Inertia

I was having a very spirited conversation with a friend of mine recently about that I was looking at the AIB issue. He was making your exact point that customers don't necessarily churn or turn over in a sector because of just a Twitter storm over 24 hours. It's more complex and deep-seated a relationship than just one particular incident. And an awful lot of that is not so much about relationships as it is about inertia.