"The key difference between marketing for growth and acting like a monopolistic utility is one of posture. Do you spend time doing things to your customers or for your customers? When someone calls tech support, are you viewing it as a chance to do something for them, or to get rid of them to cut costs?
One of the reasons small is so much more important than big is that people who think small have the power and flexibility to do things for their customers."
http://sethgodin.typepad.com/seths_blog/2006/10/to_or_for.html
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