One company I've seen recently make an about-face along the lines of customer relations is Blizzard, with regard to Diablo III. At launch, the title was clearly much different than expected of customers, with the clear intent of Blizzard receiving a greater profit from the game due to features such as the real money auction house.
Were it not for its reputation, the game would have no doubt been a complete commercial failure. As it is, it managed to hang on, despite negative reviews, until the release of the expansion pack. At this point, Blizzard almost completely scrapped the old idea and, using the majority of the same assets, re-designed a large portion of the games functions, based largely on customer feedback. Since the release of this version "2.0" there has been an on-going dialogue regarding the continuation of the game, with extremely impressive responses on the end of Blizzard's CR team. With such a massive playerbase, I've been impressed that they really do consider almost every response given, and those suggestions which make sense and maintain gameplay balance while still improving the game overall are often implemented surprisingly quickly - often times within days.
It's impressive to see this from such a massive company, and I think it sets a good example that many other companies, such as EA, as well as companies outside of gaming, could follow.