It matters for the top 10% of customers (measuring ability and willingness to spend).
For the other 90%, there is very little margin in the extra amount they are willing to pay for a material difference in service.
For the other 90%, there is very little margin in the extra amount they are willing to pay for a material difference in service.
If I had one dollar for each time an Internet rando said "I will never buy from that store or use that service again because such and such thing happened to me", I would be rich.
"Thank you for flying Delta? I'd fly a kite if it was $11 cheaper"
I couldn't find the comedian, but the truth in it hits.
Side note: if I recall correctly Delta listened to their customers a decade+ back, gave more leg room, then nearly went bankrupt because no one wanted to pay more for the service.
Or charter airlines. Very expensive, of course, since they're essentially renting the entire plane + pilot services for one customer at a time.