The Intention Economy: When Customers Take Charge (edition 2012)

If it seems like a long treatise on the topic, it's because it's thorough. What I enjoyed most about Searls' critique of the current state of the customer experience was his continued focus on having automation catch up so customers are again in control. He covers several foundational concepts, like contracts of adhesion and captive markets. These are balanced equally with practical topics like applications to travel and healthcare. Overall, I found this to be thoughtful, informative, and distinct from anything else I've read recently in the genre. ( )