Understanding the customer used to be “easy”. There was a formula and it worked. Then came the internet and the emergence of Web 2.0, bringing with it an explosion of digital touchpoints – emails, blogs, wikis, forums, and an array of collaborative media. Today, customers have a loud and clear voice. They openly share ideas, perceptions, and problems about products and companies. They create trusted communities and powerful, influential constituencies.
Listen to it: http://www.b-eye-network.com/listen/8032