Following on from my previous post, here’s Joel Spolsky with another great post from June 2000:
Of course, the business managers would have fits. Why should we make it easy for customers to leave the service? That’s because they are short sighted. These are not your customers now. Try to lock them in before they become your customers, and you’ll just lock themout. But if you make an honest promise that it will be easy to back out of the service if they’re not happy, and suddenly you eliminate one more barrier to entry.
A must read, is this.