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Jul 15, 2005

"For me, commerce is of trivial import; love, faith, truth of character, the aspiration of man, these are sacred; nor can I detach one duty, like you, from all other duties, and concentrate my forces mechanically on the payment of moneys." --Ralph Waldo Emerson

The Support Economy

Shoshana Zuboff, a professor at Harvard Business School, argues that consumers today want more than cheap goods and derisory customer service, instead, they are crying out for organisations that can be trusted to act on their behalf and help them to navigate the complexities of modern life. Dubbed the support economy, these organizations could be trusted to act as personal assistants by assuming responsibility for managing consumption choices.