I liked his idea of moving from the three Is : intercept isolate and inhibit…
towards the three As : attract assist, affiliate.
Oh, and someone has just likened this to a move from a phallic model of penetration to something more feminine. Put that in your pipe and smoke it (or is that too masculine an image?)
PS John H is now talking about using relationship economics rather than transaction economics, properly reflecting the lifetime value of customer relationships. I agree, needless to say.
PPS He also says most companies are an awkward effort to do three things which might better be done separately – 1 infrastructure management (lots of routine processes) 2. product/service innovation 3. managing customer relationships