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Customer Choice and the Emerging Utility Business Model

With the explosion in available information (and the technology to use it), the age of the customer is upon us. Conventional business models are being challenged in industries all around us. Consumers can now go to brick and mortar stores, test out a product, and then shop and purchase on-line, completely disconnecting the revenue stream. Similarly, in a matter of minutes, while in route, we can survey restaurant options and their reviews, phone a friend, and even find out what today’s special is before making a decision. Or we can simply order take out and pick it up on the way home.