Read a very well written (and strongly written) story from Inc. Magazine about the failure of Circuit City.
It pulled no punches about the reasons for this chain's demise - they treated customer's poorly
You can read the article here - tinyurl.com/d95d7x
While the article pulls no punches discussing Circuit City, it talks about another electronics store that does customer service the right way
Lots of stuff to learn - from a negative example and from a positive one
Businesses with poor customer service eventually go away. A bad economy (hopefully) speeds up their exit.