My post earlier this week - Apple service - produced a significant response. Looks like I was not alone is raving about Apple's service levels. So many tales of smashed or out-of-warranty devices being replaced free of charge by those 'geniuses' at the Apple Store.
Of course, what everyone said was how this fantastic service level meant they'd think really hard about ever buying a non-Apple competitive product. Readers also pointed out that it was Steve Jobs himself who demanded that Apple put service at the top of the stack.
I still really wonder why so many other companies 'don't get it'. It costs a fortune to win a new customer. Putting the effort into keeping them happy so they buy more and more from you seems only common sense. Except so few do it.