Isn’t this close to the idea that Shirkey repackaged: that people have time to write and produce arts and entertainment for the internet because TV’s day is done?

For example: almost every day, I get some sort of marketing material from Verizon pushing their FIOS (fiber to the home) connection. But I am disinclined to buy any more services from this company, because interactions (human & electronic) with this company (and its MCI subsidiary) have been so unpleasant. Maybe VZ should spend a little less time & money on their direct mail marketing and a little more on fixing their customer service problems.

On the other hand, Apple is in many ways simply reciprocating what its customers give. It’s hard for a Dell or HP to build the same kind relationship when customers will jump brands to save minor amounts of money. Microsoft can’t build loyalty because most people who use Windows do so because they have to not because they have chosen to.

You have to give loyalty to get loyalty and most consumers aren’t particularly loyal or tolerant of mistakes by most businesses. Both businesses and consumers have a “wants in it for me in the short term” type of thinking that is not conducive to long term reciprocal relationships. I think most businesses try to build such relationship with things like discount cards or preferred customer programs but I don’t think most customers are really interested.

I think the best that businesses can do is instead of trying to milk every last cent from every interaction to instead try to focus on providing customers what they really need for slight premium. People will pay extra for reliability and predictability in goods and services. I think this is why Apple continues to grow and make money.

Not only is amazon a time saver it enables you to compare a wide variety of products by the “what other bought” feature and online reviews.

one item I think guys like gilder didn’t predict is that the best “content” wouldn’t come from the companies – it comes from users who the companies don’t pay, such as product reviews and specialist sites. Also the detailed support forums that spring up around almost anything on the web.

also fantasy sports wouldn’t be such a big business if it wasn’t automated online, but that is probably a big net drag on productivity. I remember when they used to do it by hand.

All the savings seem to be eaten up by an explosion of new content and new TV, though.

And plenty of other places have really enhanced their customer experience via their websites, even if you need to actually buy the stuff in the local store (e.g. oil-based paint that otherwise incur a hazmat shipping fee, or that something that you need this afternoon, not a few days from now.) Whether it’s an el cheapo place like Harbor Freight Tools, or something higher end like Fisheries Supply, the ability to walk in the door and have a printout with picture and their exact SKU in hand is enormously time-saving.