Cluetrain

First, we only buy things a tiny percentage of the time, and it’s mostly (though not entirely) a waste of money to push sales pitches at people all the time. Second, we own things 100% of the time, and it makes sense to keep the customers you already have. And third, we’re most likely to defect from a product or a brand when something goes wrong. So service is hugely important.
Doc Searls, interviewed, here.
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