I"n other words, there’s two ways to keep a customer or supplier’s business: you can make a better service so they won’t want to leave, or you can make leaving the service so painful that they stay even if you mistreat them."

You know, one could easily draw a parallel to marriage here. There are a lot of divorce books trending right now. I haven't read any of them, but I think there's a golden cross-point to be made here about the enshittification of some marriages.