“As the Net traumatizes one institution after another, some appear to be eating their young.
People selling things on the Net — whether books, newspapers, chocolates, banking or ideas — interact with their customers in jarring, often invasive ways. But both sides can benefit.
It is no accident that the companies that have managed to profit most from the information revolution are the ones that devote the most energy to maximizing customer responsiveness.”
That would be mean neither the newspaper nor publishing industries, both of which have made it a sacred virtue to be disconnected from and unresponsive to their customers.
The old industries <voice=”Doctor Evil”>Just don’t get it</voice>.