The problem, however, is that the advertisement happens to be for my current telecommunications provider. Does it cost less to activate a new customer compared to retaining an existing customer? If the company is focused more on attracting new customers instead of retention, then they might overlook smart policies to make it so that existing customers have no interest in ever switching. The rest of the free world has discovered that it costs much less to retain existing customers than to acquire new ones. Each of the telecom providers I checked with has similar strategies to my current provider and they all appear to punish loyal customers compared to new ones, and at what cost?

Source: Forbes May 22, 2018 17:26 UTC