San Francisco Chronicle columnist David Lazarus interviewed in PRWeek giving suggestions to public relations people, but also punditing on the trajectory of corporate America:.

PRWeek: Do you have any predictions for 2006 for your beat?
Lazarus: We’re probably going to see a continuing disenfranchisement of consumers from large companies, and a growing sense of frustration in the marketplace that companies are sacrificing customer service at the altar of greater profitability. And at some point, you’re going to reach a tipping point.
PRWeek: What happens after the tipping point?
Lazarus: I think you’ll start to see a scaling back. In addition, there will be more awareness that the notion of bigger is better, which might work for shareholders, doesn’t work for customers. And you’re going to see a renewed focus at some point on giving customers attention. A good inclination of that is we’re already seeing a number of companies advertising that when you call customer service you’ll get a real person. Or, Dell Computer stepping up and saying ‘When you call us these days, you won’t go to India.’ Clearly, a lot of companies are hearing that customers do not want to be treated in certain ways. And slowly but surely, I think the big ones will be responsive to that.