Your customers have the option to switch among multiple options. They can be move away from your brand, your product, and services in the blink of an eye. They have nothing to lose. You do.
According to a recent market study - it takes 70% more effort (in terms of monetary value and otherwise) to acquire a new customer, over retaining an old one. The competition is so steep and cut-throat, that one bad move or a little negligence can lead to severe downfall in the statistics of your customer base.