I recently had an opportunity to change phones from the absolutely disastrous experience I was having with my BB Torch 9800 (keyboard too small, unbalanced when slid open, crashy and laggy OS, battery sucking bugs, etc...)
My only choices at work were BB Bold 9900 or an iPhone 4S. My wife owns an iPhone 4, so I'm very familiar with both platforms. What it came down to for me was that after all the gee-whiz novelty of apps, games and fancy touch screen gestures wears off, what I need my phone to do is handle email, texts, phone calls and some light RSS news feeds without pissing me off. The iPhone blows Blackberry away in almost every way, but the physical keyboard is just that good on the Bold, so I went with (possibly my last?) Blackberry.
At this late juncture, for RIM's sake, they either better have a lot of people like me still out there or they'll need to need to play the consumer catchup game seriously, which means equaling or surpassing Apple on the hardware and OS fronts and building an ecosystem that doesn't completely suck. Microsoft looks poised to become #3 as it stands, and you don't want to know what happens to the #4 player in this space.