Customers often remain with a service provider out of inertia rather than loyalty.

Question

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It is often observed that customers continue to use a particular service or product without actively choosing to stick with it because they find it convenient or are reluctant to switch to something new. This is termed as "inertia" and is different from loyalty, which is characterized by a strong emotional attachment to a brand or company.

Customers Often Remain with a Service Provider Out of Inertia