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Companies cannot really see beyond their current customer base. They explicitly or implicitly do things to protect their current customers. And the last person to want real change is your customer. This is why most new ideas come from small companies that have nothing to lose.

Customers need to be given control of their own data-not being tied into a certain manufacturer so that when there are problems they are always obliged to go back to them.

Patients are empowered by having better access to their own health information, and then by owning their own data.

Customers are very demanding and well informed.

Companies have choices to make about what extent they're handling their users' content.

Sharing information with employees makes them feel invested.

We are witnessing a seismic change in consumer behavior. That change is being brought about by technology and the access people have to information.

Information agencies operate in an industry that values data. Restricted access to information is what makes it valuable.

Exceed your customer's expectations. If you do, they'll come back over and over. Give them what they want - and a little more.

A diverse customer base helps insulate you; a few large accounts can leave you vulnerable to their whims.