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

(Full Story:http://tcrn.ch/1WpZKHJ)