"The rise of customer power is one of the most important trends in business today. As John McKean points out in his compelling new book, successful firms are using the power of the Internet and related technologies to humanize their interactions with customers. This means building trust and working toward a win-win outcome based on convenience, simplicity, honesty and openness."

Erik Brynjolfsson, Schussel Professor
MIT Sloan School Co-Director, Center for eBusiness
MIT Sloan School of Management