Profit is to be found not just in pleasing dissatisfied customers, but in dissatisfying them in the first place so they will then pay to be pleased.
Robert X. Cringely, “You Can’t Get There From Here: The myth of bandwidth scarcity and can Team Cringely really make it to the Moon?” [pbs.org]
Original link no longer works, shows a page that says PBS does not have the rights to the content any more. So, here is the Wayback Machine snapshot [web.archive.org].