This article was bookmarked by me weeks ago, and today I re-read it and decided to discuss it here, then I read a few of the comments and my head started to spin. J.P., who is one of the biggest forces for innovation in telecom, touches so MANY vital issues. And, most importantly, he doesn't deliver his opinions as much as he asks high-quality questions.
I'm going to go back and read all the comments and also read Clay's book and the new edition of Cluetrain Manifesto, which I have to retrieve from a friend. Then maybe I'll have a qualified opinion about all this, but in the meantime, please read the quote below and see if it doesn't change your mind about how customers should be treated and respected.
Confused of Calcutta: A sideways look at cognitive surpluses and knowledge “management”, 2010-Nov-23, by J.P. Rangaswami