It's a good article, but I'm not sure about one line used in describing Microsoft Office users: "extremely loyal user base" Is it really loyalty? Or is it in

It's a good article, but I'm not sure about one line used in describing Microsoft Office users: "extremely loyal user base" Is it really loyalty? Or is it inertia (people learned it once upon a time) combined with lock-in (everyone else is sharing documents in this proprietary format)?