Make I.T. Happen! How valuable is your customer service?
At the turn of the 20th century, the railroad companies had a problem because they thought they were in the railroad business not the transportation business! Cars, Trucks, Planes stole the business out from underneath them. The internet is to 20th century marketing what cars & planes were to 19th century transportation. The brick and mortar newspaper, music, and film, industries are slow to realize that the internet has become the internal combustion engine of 21st century marketing. Companies win by empowering people's purchasing power through individual personalization not superbowl ad based strong arming...
Winning by empowering customers to choose: Netflix vs Blockbuster, Fedex vs USPost, Microsoft vs IBM, The Car vs the Train = increase in PC (personal choice)