As reported in yesterday´s Wall Street Journal, Blockbuster settled claims with 47 states and the District of Columbia for its ill fated "No Late Fees"?? promotion. Damages to Blockbuster are sure to be well in excess of the $630,000 cost of the settlement. They broke trust by employing fine print in the relationship with their customers.
Will people continue to rent and purchase from them? Sure. They have stores everywhere and they´re well stocked. But will they ever be trusted again? Probably not. That makes them vulnerable. Their luster is gone.
Some will go out of their way to do business elsewhere.
Blockbuster ultimately looses because they chose to employ fine print business tactics. They didn´t stay above the board with their customers. They valued profits over customer trust and will likely pay the price in lost customer loyalty.
I´ll still rent from them occasionally, but I´ll never look at them the same. I´ll always look for the "catch"?? in the offer. I´ll forever have to carefully read the fine print. My bet is you will too.