I just published the 90th issue of Quality Times, Vocalabs' newsletter. This month I use the trend towards cord-cutting in cable TV to discuss what can happen in an industry where customer experience "doesn't matter" because of a monopoly or because customers have a hard time switching. I also offer my first-ever book review, of Jeanne Bliss' Chief Customer Officer 2.0.
Email subscribers should receive the newsletter shortly. As always I hope you find it interesting and informative.