Well, it looks like writing about customer service can have an effect. About two months back I wrote about how 82ASK had disappointed me - they found my prose, replied, and made it all OK. Now, another recent posting about the LOVEFiLM/Screenselect merger has elicited a comment from the LOVEFiLM team. They haven’t entirely addressed my concerns, but their proactive approach is encouraging, and might tip the balance in favour of hanging on, if and when problems do occur.
If these were my businesses, I’d do a quick back-of-the-envelope cost-benefit analysis to make sure this type of research was worthwhile (although I’m not sure what numbers I’d use). From a customer perspective, though, this feels like the way service should be - more please.