'The Relationship Economy' session lead to someone in the audience making this statement (sorry I didn't catch the name). With all the hype of starting conversation and building relationships with customers it was grounding to hear this statement. It reminded me of the movie 'You've Got Mail' where even though the corner bookstore knew their customers and had a more intimate relationship people still jumped ship to the big superstore when it came around. Sometimes it's about making things easier for the customers and with the internet what we have the ability to simplify is access of information and using that information in increase the speed of learning - that is what customers are valuing.
The lesson for me: Make sure you understand the basis of your relationship with your customers and the value you are offering them so that you can react if/when that changes.