There are some solid points in this article. Yet, the overall tone is
a bit offputting; a paean to the "customers are a resource to be mined"
mentality. Customers need tools of independence and engagement, not a new form of servitude. From HBS Working Knowledge:
"An organization’s best customers — measured in terms such as size, loyalty, or lifetime value — often are the most willing to go to work for it, whether that means referrals of new customers, ideas for new products or processes, or even help in the selection of its frontline employees. Of greater significance than satisfaction or even the willingness to recommend the organization to others, these ‘ownership’ behaviors can make some customers more than a hundred times more valuable than others."