There are generally two ways you can approach some cost: Maximizing expected value or minimizing risk. Larger companies especially will focus most of their thou

There are generally two ways you can approach some cost: Maximizing expected value or minimizing risk. Larger companies especially will focus most of their thought on their core product which they 'maximize value' on, and lump everything else into the 'mitigating risk' bucket. So the service targeted at these price-insensitive customers gets them more regular status updates during outages, dedicated account managers, etc. that your residential customers really don't care about(their boss isn't going to chew their ass out when their personal Netflix goes down, but they will if the business and its 400 employees shuts down). The residential customers only care about the value/cost - they don't buy redundant backup internet, run their own automatic backup power generators, etc.