It's amazing to me when wildly successful companies have a great thing going and choose to try to squeeze customers instead of giving them reasons to be loyal, and then self-destruct.
Adobe and Unity both come to mind.
I don't think I've seen a brand increase margins at the cost of customer satisfaction, successfully.
They're maxed out on customers so about the only things they can do are increase prices or make cuts. It's always just so they can bump up their quarterly reports. Only private companies risk doing anything decent any more because they're not tied to investors' whims.
Adobe and Unity both come to mind.
I don't think I've seen a brand increase margins at the cost of customer satisfaction, successfully.