I wrote about this same topic this week and I really feel strongly about it! It's so true - enough with "tying customers to you". It really does nothing but build resentment and that may work for big brands with little competition (or to whom the loss of a customer more or less wouldn't matter) but it's no strategy at all for small biz. Loyalty is not "I'm stuck here because it's too inconvenient to do anything else." Great points!