Is customer loyalty dead or are you just a bad negotiator? How Kevin O’Leary gets a better deal when his bills creep up

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RegExp("[?&]notifications=1(&|#|$)");"desktop"===y&&i&&b.test(window.location.search)&&(i.checked=!0)};ge("ybar-mod-notification",(function(e){var t={isUH3:"crunch"===e.getConfig().ytheme,notifContainer:document.getElementById("notification-container"),notifBadge:document.getElementById("notif-badge"),notifMenu:document.getElementById("ybarNotificationMenu"),notifMenuOpener:document.querySelector("#ybarNotificationMenu + label"),notifDropdown:document.getElementById("notifDropdownContainer"),tooltipContainer:document.querySelector(".".concat($n)),notifLabel:document.querySelector(".".concat(Xn))};t.notifDropdown&&so(e,t)}))}()}};]]>Monique DanaoSat, November 15, 2025 at 1:15 PM GMT+1 5 min readIf your internet bill suddenly jumps $12, your airline miles stop going as far, or your streaming subscription quietly tacks on another fee, you’re not imagining it.It’s what experts call the “loyalty penalty,” and it has quietly become one of the biggest ways companies boost revenue. You stay put, prices creep up, and loyalty ends up costing you.Thanks to Jeff Bezos, you can now become a landlord for as little as $100 — and no, you don't have to deal with tenants or fix freezers. Here's howDave Ramsey warns nearly 50% of Americans are making 1 big Social Security mistake — here’s what it is and 3 simple steps to fix it ASAPBut the good news is that these increases are often negotiable, as long as you talk to the right person. Take it from a professional: Investor and “Shark Tank” star Kevin O’Leary says he combats creeping prices by asking to speak with one specific person.When a price hike shows up on your bill, who you talk to matters.“I always call on a bill and say, ‘Let me speak to your retention officer.’ Avoid dealing with the sales rep, because only the retention officer can cut the deal,” he said (1).A retention officer (sometimes called a customer retention specialist) has one job: to stop you from canceling. They’re usually the only person authorized to:Extend or reinstate promotional ratesWaive fees or one-time chargesOffer loyalty perksPrice-match a competitorFinancial software firm Vena Solutions reports that when customers do escalate calls, retention teams can successfully keep between 67% to 84% of accounts in various industries by offering targeted incentives. (2)And companies fight hard to keep you. Research from Outbound Engine shows that acquiring a new customer can cost five times more than retaining current consumers (3). ThinkImpact reports that 65% of company revenue often comes from loyal customers, so many businesses offer perks to retain their following (4).For example, it costs a company money to pay an employee to come to your home and install your Internet service, as well as paying for the equipment used to do so. An existing customer hands over money every month without costing the company anything extra that a new customer would.Companies have learned that most people simply won’t switch. And because of that, loyalty programs and long-term customer relationships can become traps that mask steadily rising costs.Here’s how pricing creeps up across common services:Terms and Privacy PolicyPrivacy & Cookie SettingsMore InfoS&P 5006,734.11 -3.38 (-0.05%)Dow 3047,147.48 -309.74 (-0.65%)Nasdaq22,900.59 +30.23 (+0.13%)Russell 20002,388.23 +5.24 (+0.22%)VIX19.83 -0.17 (-0.85%)Gold4,094.20 -100.30 (-2.39%)PortfolioSign in to access your portfolioSign inTop gainersCDTX Cidara Therapeutics, Inc. 217.71 +111.72 (+105.41%)SRRK Scholar Rock Holding Corporation 37.41 +7.34 (+24.41%)AVDL Avadel Pharmaceuticals plc 23.56 +4.32 (+22.45%)LGN Legence Corp. 40.27 +6.95 (+20.86%)CSIQ Canadian Solar Inc. 33.58 +4.96 (+17.33%)Top losersDGNX Diginex Limited 10.53 -2.97 (-22.00%)STUB StubHub Holdings, Inc. 14.87 -3.95 (-20.99%)HTFL Heartflow, Inc. 27.98 -2.96 (-9.57%)EOSE Eos Energy Enterprises, Inc. 13.80 -1.40 (-9.24%)CLSK CleanSpark, Inc. 10.96 -1.02 (-8.51%)Most activeONDS Ondas Holdings Inc. 7.18 +0.62 (+9.45%)OPEN Opendoor Technologies Inc. 8.12 -0.44 (-5.14%)NVDA NVIDIA Corporation 190.17 +3.31 (+1.77%)TSLA Tesla, Inc. 404.35 +2.36 (+0.59%)PFE Pfizer Inc. 25.06 -0.73 (-2.83%)Earnings eventsMy earnings eventsEarnings eventsTrending tickersBTC-USD Bitcoin USD 95,786.47 +56.30 (+0.06%)GOOG Alphabet Inc. 276.98 -2.14 (-0.77%)ETH-USD Ethereum USD 3,163.36 +42.13 (+1.35%)GOOGL Alphabet Inc. 276.41 -2.16 (-0.78%)XRP-USD XRP USD 2.26 -0.00 (-0.08%)Top economic events