“Thinking digital means using technology to look at real data, track interactions with customers, and mine for information to serve people better. It requires thinking clearly and precisely rather than relying on hearsay, habits, and prejudices.
“Acting analog means using a personal touch. No revolution ever succeeded without a high degree of analog contact–no matter how great your product, now leveraged your marketing, or how cool your Web site. When all is browsed, e-mailed, voice-mailed, and faxed, it’s still an analog world.”