I find it interesting that hackers of all people are so polarized about this article. I wonder if working in an industry with such a high customer turn-over rat

I find it interesting that hackers of all people are so polarized about this article. I wonder if working in an industry with such a high customer turn-over rate where you either make it big or try something else has desensitized us to the fact the masses of people paying us $0.99 for our apps are still people. Especially those of us in jobs with absolutely no customer service aspect whatsoever. I wonder if it would help to require everyone in a company to respond to a couple emails a week would help them feel more attached to the people actually using the product (In a way, Opera does this with their Desktop Team blog by having different people write a blurb before the change log).