Notice, I said monthly newsletter. I didn t say at any random time . The true executive mistake is not really believing in the Web, not really understanding that it will fundamentally change the relationship between companies and customers, change entire product structures and total organizations. Branding is changing to mean customer experience. Companies are in contact with customers 24 hours a day.
Products turn into services, services turn into products.
Everything is turned inside out. And remember, the Web we re seeing today is a primitive version of the Web we will see in five or 10 years. Some years back, a friend suggested what seemed to us to be the ultimate headline. These days, it seems everyone is a comedian, judging by all the e-mails we get. The e-mail of the species is more deadly than the mail.