Thank you Wim Rampen for your blog post, and commenters for adding insights.
One of the key-premises of the “Social era” is that the power has shifted from companies to Customers. We’ve all read cases of “United Breaks guitars” and alike to prove this. We also know that Customers are more keen to follow advice from close friends, relatives and credible strangers online than from just any company representative. And there’s plenty of evidence that Customers are showrooming.From the reasons why I take away ...But does this all mean that the power has shifted? The more I think of it, the more I disagree. Customers, despite the social tools, mobile devices and what have you, are losing ground. And here are some reasons why.
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