Post
By Cory Doctorow (GPG 0xBF3D9110957E5F4C)
doctorow.pluralistic.net
did:web:pluralistic.net
Between 2002 and 2024, the average "customer relationship" (how long a customer continues to purchase from a merchant) has risen from 7.5 years to 11.5 years, a 50% surge in "customer loyalty," far outstripping any measure of customer *satisfaction* over the same period.
2026-09-07T05:37:38.307Z