"When I first heard of Napster, I thought about how piracy often
indicates an unmet customer need. I'm not talking about isolated
piracy, but the widespread type evident with Napster. ...there must
be a gulf between what the record industry sells and what music
consumers now want."
"In the face of this wide discrepancy, most companies in the
record industry have decided to respond with legal suits. But
the companies are in part to blame for their problems by also
choosing to ignore music consumers."
"The large record companies have not really embraced this idea
of mass customization. Were they to do so, they would first
recognize that consumers are buying musical experiences. The record
companies would break down these experiences into the enormous
catalog of songs they own, and then look for ways to help consumers
easily configure their own musical experiences."
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