James McQuivey says, “In 2010, I wrote:

“There’s a critical lesson to learn from the most recent changes in the media industry. … while most have been distracted by the form, price, and user experience of their new digital products, a few companies have quietly overhauled the media business by focusing on something else entirely; instead of digitizing the product, these companies have digitized the customer relationship, creating a relationship that can survive the transition from traditional analog media to digital.”

I was talking about Netflix, which in 2010 doubled its stock price from under $10 a share to over $20. It now hovers around $100. Back in 2010, I made it clear that this transition to relationships wasn’t just about media companies, which were simply canaries in a digital coal mine”.

Amazon’s Customer Relationship is King: Will Yours Be a Prince or a Jester?

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