Citibank lost my business over poor customer service and lack of customer differentiation. They treated me as a deadbeat rather than recognizing a payment glitch with my online banking for what it was: a payment glitch. It wasn't until I called to cancel that they said, "that shouldn't have happened." Yup, that's right. But it did.

Companies with poor customer service seem to be calculating that most people are too lazy to move. That's a pretty stupid business model.