The right type of customer conversations are valuable and add value for both the business and the customer. Talking to customers is crucial for growth, loyalty, and evangelism, but it's not about blindly sending messages to everyone. Businesses need to understand that not all contacts are of equal importance and eliminate "dumb" contacts that are irritating for both parties. By quantifying each type of contact and prioritizing conversations based on frequency and time, businesses can reduce volume and focus on meaningful interactions that grow loyalty and create evangelists.