An article from 2/16 on the USA today web site I just stumbled across.

http://tinyurl.com/bpym2f

Many of these companies will need to tackle customer acquisition and retention very aggressively, and crisp execution in customer service and support will simply have to be part of that strategy. “We’ll deal with that later” will no longer suffice. Experienced Service professionals should continue to volunteer what they know with the leaders of these young, emerging businesses if they want to help them be successful and ultimately benefit the industry as a whole.