This self-described manifesto has been circulating and generating interest on the Net recently. Companies don't listen to employees or their customers. They create organizational structures that try to control what employees know and say to each other. They don't seem to realize that customers talk to each other. And most of all, they try to prevent free and unregulated communication between employees and customers.
Markets are conversations.
This is the central tenet and the first thesis of the 95. And for conversations to work, they have to be interactive. Listening as well as talking. So unless Business gets a clue, it will face the consequences. Customers will go where they are listened to and where they are spoken to as human beings, not as units of demographic segments.