THE CHALLENGE In 2007, the cable industry was under tremendous scrutiny. The previous year, corporate acquisitions resulted in service provider changes for millions of subscribers across the country. Cable was ranked as having the lowest level of customer satisfaction of the 42 industries profiled in The American Customer Satisfaction IndexTM. The Telecom-Cable Industry Satisfaction Report gave cable a score of only 60 on a scale of 100, and the Better Business Bureau reported that cable was number two on the list of industries that drew the most complaints. Making matters worse, a high-profile web campaign against a major MSO, and a popular news story about a 76-year-old woman showing up at her cable office with a hammer blanketed the media. Both AT&T and Verizon were rolling o

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