You can watch Gary's talk here.
(language warning, my readers can handle it though) I was very inspired by Gary's talk at Le Web in Paris recently. He focuses on customer service, word of mouth, touch, and dedication to customers. I agree that this is a wake up call to companies to focus and sweat to maintain a relationship with their customers. Most of his talk encourages all of us too to put some elbow grease into the things that we're passionate about and in the end get more enjoyment out of life.