““To create the impression of unassailability to the outside world, you only had to make the context as complicated and confusing as possible. To that end, I would make my explanations of technical issues to journalists as complex as I could. They in turn often did not want to admit their lack of knowledge and, exhausted, gave up. It was the same principle used by terrorists and bureaucrats. The adversary can’t attack as long as he has nothing to grab hold of. Modern-day customer relations works in a similar way. A customer who wants to complain but can never find anyone responsible to talk to ultimately has no choice but to swallow his anger.””
