Specifically, the use of ICT in business has enhanced productivity, encouraged greater customer participation, and enabled mass customization, besides reducing costs.

尤其是信息与通讯技术在商业中的运用除了降低成本外，还提高了生产率，激发了顾客更多的参与性，和增加了大规模定制。

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Common characteristics: self service customer acquisition, critical mass, runaway user growth, winner take all markets, complex ux, network effects, typically create new ways for people to interact.

共同特征：自助式服务，自然获取用户，达到网络效应的临界质量，失控的用户增长速度，赢家通吃的市场环境，复杂的用户体验，网络效应，以创造新的用户社交互动方式为典型。

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Yes, marketers plunk millions of dollars into mass-market advertising each year to generate sales, but a bad or so-so customer service encounter can cost them.

是的，各大公司营销人员每年在大众市场广告方面砸下数百万美元来促进销售，但糟糕或只是勉强过得去的客服接触能使公司蒙受损失。

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Greater balance between mass customer marketing and account-based marketing.

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He's a charismatic outsider to the national business culture and a guy who believes in a key idea: that a mass customer base is waiting to step up to airline and hotel services that are made reachable and desirable.

FORBES: Side Lines

In addition, one must regard some of the boutiques as being too sophisticated for any mass product customer.

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