As I started reading your article and thinking about the things that I don't want to see change and the first thing that came to mind was Customer Service.

Two things come to mind. Walmart was originally based on customer service, but not so much since Sam Walton's kids took over. Perhaps this is why Amazon has taken over as #1.

Another thing that I really hate is being stuck on the phone waiting for service. Better to have spent the money used on the canned voice service that tells me how important my patronage is and actually show me with better service!