I love the chaos of Borders and much prefer it to the regimented B&N.
As for Blockbuster their problems go well beyond “a great example of how technological change can crush winners that fail to keep up.” Their constant and egregious abuse of their market position had many customers abandoning them well before Netflix asserted its might. From the retail spaces which were more concerned with add-a-sale than core business to the army of snotty staff and ‘managers’ to the naked avarice of ever-changing late fees (for which they were pummeled in court) no ‘industry leader’ ever did more to alienate its customers and justify its ignominious end.
Netflix does things right. I get a two-day turnaround, then I get a "When did you receive this?" followup. I get a "We received this and are sending the next-in-queue today. You should get it by xxx". If the next-in-queue is out locally, they send it fron across the country, and while you're waiting they'll send your next available choice. It goes on and on. I dread the day some Corporation buys them out and goes Bottom-Line Happy.