Title: Main idea? Sell goodwill instead of product
Review: Talk to your customer, ask him what he likes, learn what he thinks of your product, do whatever he tells you, do whatever he tells you, do whatever he tells you. Repeat for 224 pages.The authors forget that a business and its customers are competitors. One wants to minimize what is delivered for a dollar, the other wants to maximize it. Cluetrain in one line? Spend your entire day on service and support, it's not about what's delivered, it's about what people think of you, let your customers wander the factory floor. "Make everyone happy-happy, okie-dokie?"The one nugget I took away: create forums (i.e. newsgroups on web) to allow customers to talk to one another; any impact on "corporate image" will be repaid by discovering problems while your customers are still yours.
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