Netflix is a great example of this. I just love the company. My girlfriend has been a member for years now. They recently added support for streaming on my PS3 and more recently the Wii. No additional charge for this. They even sent us the disc for free. Then we just decided to cut back from having 3 discs out at once to having just the 1. We still get the streaming option with this plan. So really we've started giving them less money for, arguably, more service as we don't even have to wait for the mail now. Of course the selection isn't quite as large yet but still, most of the stuff we want to see is stream-able. Money's getting tight and we might have just canceled the service altogether.
Especially if we didn't just like Netflix. I feel like I'm taken care of with them in a way I can't say many other companies whose goods and services I buy make me feel. Lose a disc in the mail? No problem, we like you so not only are we going to forget about it, we're going to go ahead and promptly send out the next disc in your queue right away. They even do this if a disc is scratched. That is, if you tell them it's scratched. They just go, okay go ahead and mail that one back to us, but in the meantime we're going to send out another disc right away. They don't even wait for the damaged disc to return to them for evaluation. This is a company that values customer satisfaction over their own stock. Because ultimately my satisfaction is more valuable than a few pieces of their stock.
Then there is a company like Blockbuster Video. I was living for a time in a separate town from my girlfriend. So no Netflix for me. There was however a Blockbuster right next to where I worked. I went there occasionally, mostly because I had long had a membership and it was just easier than signing up for a new place. What can I say I'm lazy in odd ways. Then Blockbuster finally decided to get into the online game and I let a cute girl go ahead and sign me up. I figured I could rent some dvds, rip them that night and return them when I went to work in the morning. I powered through entire series of television shows in days and after two months of membership I canceled and had months worth of entertainment to watch at my leisure. I realize I was still giving money to Blockbuster, but I like to think that with all the processing costs I was at least a small loss for them. In fact I seem to recall them hiking their rates around the time I canceled, probably just due to them not fully appreciating the cost of their program, but I like to think that abusive customers like myself had something to do with that.
Because fuck Blockbuster. After years of exorbitant late fees, charging 1/5 the price of a game for a rental, hawking crap at the register, and finally just flat out pulling late fees off my credit card (this unexpected action cost me an overdraft fee or two in my lean college years!), I have slowly built up an attitude of contempt for these guys. I hope they fail in their bid for online and I hope they die a miserable death. I see the Blockbuster sign and I loathe it. I see the Netflix logo and I feel kind of warm. Sooner or later these businesses will come to understand the value of that.