Switching costs are the costs (time, money, effort, or data loss) that a consumer incurs as a result of changing brands, suppliers, or products.
?
Why are high switching costs a double-edged sword?
While they improve retention, they can also lead to "captive" customer resentment. Strategic CS focus should be on building "Value Realization" so the customer *wants* to stay, rather than just being *unable* to leave.
Knowledge Challenge
Mastered Switching Costs as a Strategy? Now try to guess the related 6-letter word!
Type or use keyboard