Charlene just reinforced – it’s about relationships, not technologies.  Technologies are important when they facilitate relationships. 

Someone just asked if customers are going to get that they are coopted if we listen to them.  Seriously?  Are you kidding?  If we listen to them, really actively listen to them, they’ll feel heard.  If you use them, they’ll feel used.

Converstions, dialogues, relationships. That’s the real power of the people.