No capitalist can refuse a chance to cut those heavy personnel costs by transferring jobs to customers who work for free.
—Craig Lambert, Shadow Work: The Unpaid, Unseen Jobs That Fill Your Day
You pay for this, but they give you that.
—Neil Young, “Hey Hey, My My (Into the Black)”
It’s close to sacrilege to disrespect the anointed institution that is the customer. After all, the customer represents demand, the engine that pulls the train. Be it traditional consumer markets, business-to-business (B2B) segments, government entities, institutions like colleges and hospitals, internal departments, sophisticated channel resellers, professional services, or the growing consumer-to-consumer market—the needs and wants of downstream ...