After quickly reviewing the article you linked to, my interpertation would be this:

- It's now more important than ever to stress the benefits and intangables gained by the consumer as a result of purchasing your product or hiring your service.

- face to face selling, more in depth customer service, or at least personalization of the selling process is likely to be percieved as "added value" by the consumer.

- more in depth relationship building is likely to be a more prominent component of the "engine" that powers a companies bottom line.

Phew!!

Basically, the more personalized interaction in the company/client relationship, the more valuable your business becomes to the consumer.

It's the thought that counts... True?

Or am I way off on this one?

Paul