Sure, but now you have lost the primary benefit of the service. Some principles are definitely worth that total walkout. But modern companies are masters at fi

Sure, but now you have lost the primary benefit of the service. Some principles are definitely worth that total walkout. But modern companies are masters at figuring just how much they can annoy their customers without pushing too many of them to leave. The point of the article is that, for us customers, things get "worse".