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When lunching near Dulles Airport  years ago, we ran into some Teleglobe colleagues who had gone over to AOL.

Back then, I looked at those guys with a bit of envy. After all, we were just a voice backbone.

Those guys were in their honeymoon with Time Warner, both pipe and pipe dream.

Now, this merger has now been unraveled .

One thing has changed over this decade: customers can and will talk back, even from Dell hell.

We used to laugh at “voice mail jail”. Companies cannot afford a “taxi driver’s” attitude (Are you talking to me?).

Amazon rating, feedback loop, survey, independent research, mystery shopper, disgruntled employees etc…. The old untouched “suggestion box” is as outdated as the IBMSelectric typewriter.

Wiki everything. Google everything. Twitter everything. The many “faces” on Facebook. Many lives on Second Life.

Many files on Drop…