DMMK: Reality Check - Customer Dialogue 0.9

Here at this year's DMMK more or less every speaker emphasizes the importance of establishing a dialogue with the customer. Sure, who could argue with this ?

But while listening to them, I can't get this example out of my head. It shows how AOL is having a little "chat" with a customer, who wants to leave (via openBLOG):
Unfortunately, that's what many big companies have in mind, when they think about having a "dialogue". Most of them are still light years away from a "2.0-compliant" way to communicate with their customers.

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