Quote:
Originally Posted by bailey
I think it's just the opposite. The need to keep the 20% who spend money engaged. I am less likely to spend heavily on 21 if it is just more of the same. To see one's investment wiped out after 1 year just to do it all over again is not an attractive option. New cars last a lot longer before you have to buy another.
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It doesn't have to be an option of which customers to keep - they could certainly keep both. The real question is whether they want to put in the effort to keep both, or take the easier way out and just worry about the big spenders. Most other companies have done the later - thus you may be right in the end.