As someone that's worked in basically a service industry my entire life, good luck with this. I don't disagree, I'm just old enough to understand the world that humans build, and this type of long-term approach is dead in the current "Profits over all" culture of the US.
I’ve worked for small firms selling software to libraries (public and university systems), enterprise managed security services (think anti-Phishing operations), and now in managed medical claims for niche practices.
In all cases, our firm has had the customer-first philosophy to make them love us. Provide rapid responses and quality outcomes, regardless of perceived cost-center metrics. That has always, in my experience, resulted in an easy contract renewal or even having fans of ours jump to a new job at a new firm and buy our product at their new job.
Turns out people aren’t as fickle and price sensitive and still highly value good service, at least when they’re spending the companies money and not their own.
I strongly believe in the long term benefits of customer service, but the world we live in, does not. It values profits RIGHT NOW, and tomorrow is tomorrow's problem.
Its not just the US - I think its pretty much the norm in the west now. Things like family owned businesses take a longer term view sometimes.