Great comparison!! It's so true. I see it all the time. We are in the infancy of this new way of “Stakeholder” Service and the tools are very difficult to use efficiently.
I'm working so hard to give customer advocates a “toolkit” of how-to's and media assets to share and training so they become the clients extended sales and customer service arms.
Running into a new problem – creating a system to manage the system that manages the employees who manage the customer advocates/raving fans.
So much opportunity is being left on the table – so many opportunities to serve the customers, vendors, employees, partners but at least we're seeing it and starting to improve. No silver bullet yet 
Mark Carbone – http://www.twitter.com/markacarbone