You build loyalty to this company, not just because of the services it provides, but because of the effort required to re-educate another company about you. For both buyer and seller, this networked relationship constitutes capital. This year, it scored 84 out of 100 on the American Customer Satisfaction Survey - the highest score ever recorded for a service company in any industry. Because of this, Amazon is one of the most successful brands in the world. The wealth embedded in customer relationships is becoming more important than the capital contained in land, buildings and even big bank accounts.
Relationships are now assets.
This relationship capital accumulates and provides a new foundation for marketing and sales revenue. A firm's ability to engage customers, suppliers and other partners in mutually beneficial value exchanges determines its relationship capital. As the Net expands in ubiquity, functionality and bandwidth, the opportunities to establish deeper relationships continue to grow. It also offers other tunes that were considered for use in the commercials but didn't make the final cut. Drop by your local VW dealer and pick it up.