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Are there benefits to being personal with customers anymore or has everything become transactional?

There are countless products and services out there, and I ll admit I sign up for more than I probably should. But I usually stop using them for a few common reasons:

  1. It doesn t actually fit my needs

  2. The company feels unreliable or opaque

  3. The value doesn t justify the cost

After spending my career in enterprise software, I ve noticed that many of these issues aren t just product problems, they re relationship problems.

When companies show a bit of intention, clarity, and care, trust goes up. When they don t, everything feels disposable, even good tools.