Honestly this is varied. I've seen a bunch of (usually smaller or just starting) tech companies win out business because of how responsive their customer suppo

Honestly this is varied. I've seen a bunch of (usually smaller or just starting) tech companies win out business because of how responsive their customer support even though their product was inferior. Robinhood won because it saw an opening in changes in market demands: - Increasingly lax SEC rules for retail traders. - Increases in income inequality whereby the poor side of the spectrum has been told they can't have access to the rich's set of investment tools (i.e. millennials with varying degrees) - Per transaction fees that made day trading appear less lucrative (see point before) - Competitors with terrible UIs for non professional traders Part of the reason the ETrade/Schwabs/TD's of the world didn't do what RH did was because it meant deliberately making creating a trading account more difficult. For example - Vanguard almost deliberately makes their service hard to day trader because they don't want to carry that risk profile. So, this was not a market that was crying for better customer service but one that wanted cheap, easy to use access to investments that were seemingly unattainable previously. I'm actually more surprised the SEC (or a class action lawsuit) didn't thwart RH turning into a large business when it was much smaller...not the competition.