I don’t believe the issue is with the customers. I believe the issue is with the organizations, for a very simple reason. Organizations have had the power until now, so they are used to control the customer. Customers are experiencing freedom, a huge freedom, and are using this freedom to shape the market in a way that fits better with their expectations. So I think the ethical duty is on the side of the organization. The organization should recognize customers as peers, and customers right now are fighting organizations. If you can get better deals, if you can get better service, if you can just attack organizations — you’re doing this in social media for example. Because it’s a sort of reaction to decades of bad conditions, of bad services, of bad behaviors, of — I don’t know really — I think customers are looking for punishing organizations right now.
So the first step should be made by organizations to show that they really care about customers, and then establish a common ground of collaboration, but this is not yet happening. They don’t want to make this happen, because that will also mean negotiating tariffs, pricing and value sharing with customers. I think they don’t want to give up this power they still have.
If you look at telcos, it’s really clear, they’re thriving of things that have no technical value. Think about SMS, a few characters sent on the net and you’re still paying money for this and there are billions of SMS. So I think it would mean just give up this source of revenue. But they don’t want to do this, and they don’t care about the customer, not being for something that is valuable to the customer. So, again, there is an asymmetry still going on between the organization and the customer, and before collaborating this asymmetry, as with a peer, and only customers can fight for this. I don’t believe organizations will spontaneously give up this control to customers.