Some time ago ncpl (I think it was him) posted an interesting piece citing a discussion of what happens when a company moves from a "family" relationship with its customers to a corporate relationship. [I am sorry that I cannot post a link but I don't remember the title of the thread, or even any keywords: perhaps ncpl could help here please (if it was him)?]

Perhaps Meridian can now be persuaded to veer back towards the "family" model (though families of course have their squabbles and misunderstandings).

Asa Post