Either the day we've all been waiting for is here, or we're crawling faster than we thought in some parts of the world toward becoming customer-focused. In this account, we see that after an avalanche of poor service complaints from customers, Time Warner Cable Inc. disconnected its chief cable guy in Southern California.

Sing Hallelujah!

Who would have thunk it that customers could actually impact their cable guy? On the watch of Roger Keating, the regional executive for Southern California, complaints in Los Angeles nearly tripled since October to 1,732 from the same period a year earlier. More than 10,000 people have canceled their subscriptions since October.

The major culprit was the basic blocking and tackling of delivering cable service: the wait times were long and humans couldn't be reached.

Talk about a "duh" moment. Applause all around for making the change. But the question still lingers... what took them so long?

Companies just don't have their fingers on the pulse of their customers' experience closely enough to know and manage the obvious signs of discontent. (They were probably waiting for the survey to tell them.) If they had just taken a good hard look at their customer losses and the complaints associated with them - this customer hemmoraging could have been stopped (or at least improved) long ago.

The cable company put two folks in to replace Keating. Let's just hope they've got the heart to listen to their customers, and a swifter hand on the controls to do something about it!