In reference to making it hard to quit a service... "In reality, it is a great way to ensure a customer never comes back and likely does not recommend the company to others. This approach is trading short term greed for long term growth. A leader obsessed with customer experience would make sure canceling their service is painless as it will likely lead to revenue in other ways -- counterintuitive right?"

I want to believe. But seeing how painful it is to leave Facebook + iCloud, I find this hard to believe. It feels idealistic, but I wonder if the data says otherwise. People are lazy. It's unethical. But people are lazy.