Very often, however, these companies have taken customers for granted, having controlled the market for so long. When a disruptive agent enters the scene, customers happily flock to the alternative, leaving the incumbents struggling to play catch-up on multiple levels. [...] If you haven’t been focused on your customers, you are particularly vulnerable when these changes come because they have no motivation to be loyal to you. - Ron Miller, TechCrunch [via/web:http://streaming-tv.us]
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