It is now increasingly easy for a customer to dump one brand for another. Customer migration has never been so fast and spontaneous in the history of the world as it is today. Technology and abundance of options has made it so. The organization that takes the laws of legendary service serious need not fear this trend.
Sorry this came late. I will let you know the reason at the end of this. The laws of legendary service will help a business to position itself to make empowered customers. A customer can only depend on regulatory bodies and pressure groups these days to be an empowered customer. As a result, customers trust them to act on their behalf and ensure they get the support they deserve for their money. Imagine your customer starts seeing your organization the way it sees those regulatory bodies. Imagine the customer can actually trust you.