I have begun to think of this as a "large population error", and I'm noticing it in a lot of different markets. At small scales, annoying your customers is bad

I have begun to think of this as a "large population error", and I'm noticing it in a lot of different markets. At small scales, annoying your customers is bad business. You only need to lose a few before it begins to hurt. Customer complaints are more likely to be a consideration in business decisions. At larger scales, a business can begin to preferentially adopt practices intended to drive away some customers. Perhaps you don't want the "pathological" customers, to borrow one of Patrick McKenzie's terms. You can make more money with less effort by being more selective about your customers. At extremely large scales, you largely stop thinking about groups of customers altogether. All of your decisions are driven by aggregates -- did all sales go up this quarter, or down? The effort required to do a deep dive into the behaviors and preferences of any individual market segment may not make sense anymore on a quarterly basis. At this scale, you might be able to afford to annoy tens of thousands of customers and still have a very nice graph next quarter. So, when someone says a business practice shouldn't be "tolerated", that's a perfectly reasonable position, except it doesn't actually work for businesses operating at extremely large scales. It's too difficult for customers to organize a protest in a way that will influence that business's decision-making. So much business has moved online in the last 20 years, while the US has leveled off at 80% urbanization over the same time period, along with more and more businesses congealing into BigCos, combined with the recent domination of private equity: lots and lots of things are now operating at a scale where customer concerns just aren't a part of the business model anymore. Coffee shops, fast food, big-box retail, online retail, SaaS, PaaS: all of these can thrive while running on exorbitant pricing and abusive customer policies, because their volume of customers is so large that it's nearly impossible to be so bad that you'll piss off enough customers to impact your decision-making. (Unless you're Sony.)