The web hasn’t changed what customers want, it has empowered them. We want to consistently be the best in how we treat our customers.” The competitive battleground in digital businesses is, rightly, around capturing the hearts and minds of consumers. Unless you can inspire and retain large numbers of them – and simultaneously very high market shares – you’ll gain only modest recognition in the digital world

http://knowledge.insead.edu/blog/insead-blog/10-principles-for-digital-disruption-4633