Paul pointed to his HBR Article on LinkedIN. He should know better.

Mustafa replied allowing a little sense to prevail.

No one can “own” the customer. Those times are long gone. You can make it easy for customers so you dont lose them along the clicks that happen in their shopper journey. Its a buyers market!! :)

I took it a step further

Mustafa Shehabi it gets worse .. nobody ever owned the customer … it’s one of those lies we told ourselves to make us feel better in a world of chaos.

This is one of my themes in my ‘Age of Engagement’ thesis. Me - back in June last year …

In short, we built the illusion that we could manage complexity by taming it.

Nothing says that better than some wonk in a corporate department who thinks they ‘own the customer’.