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This is a great article. I totally agree that every company cares about their customers - it's just a question of how. I would argue though that even the companies who see their customers as people, also see them as dollar signs. I don't think there's anything wrong with that; you're in business to make money. The companies who understand that customers need to be treated like people will likely make more of it. All companies care about their customers just like all companies care about the bottom line, the difference is how, if I may borrow your phrasing.
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Oct 12, 2011