
How Bad is Airline Service, Really? And Other Customer Service Complaints
After Hours
The Negative Impact of Incremental Price Increases on Customer Loyalty
This chapter delves into the negative impact of the step stoning strategy employed by many firms, where customers are lured in with low prices only to face gradual price hikes, resulting in discontent and customer switching between competitors. The speakers highlight the detrimental effects of this practice on both customers and firms, with the latter having to invest extensively to win back lost customers.
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