I just re-read the blog - it is so full of spin and vocabulary designed to hide the fact that:
A. Currently,customer service is crap
B Non premium account holders do not matter to LL - even though in reality they contribute more towards the SL economy than any other group. The cash may not be so apparent - the money is not going directly to LL, but if LL believes basic users do not spend money in SL, and LOTS of it, then they really have not the slightest idea how the SL economy works.