Still wondering why service trumps tech? Ask Blockbuster

There were 9,100 Blockbuster Video stores in 2004 — now there is 1

You can’t be full of yourself, provide poor service, a poor environment and “charge late fees” when customers expect to be delighted. Ours is a service industry where hubris has no place, and we ought to focus on the end user. Don’t believe us? You might end up like Blockbuster.