Trends and Research session
Wednesday, October 12, 2011
It seems that today all customers want to do is shout their dissatisfaction, and use the loudest platform to do it. Viral videos on You Tube, re-tweets on Twitter, and “flaming” posts on Facebook fan pages get all the attention. When was the last time you saw a satisfied customer video go viral?
Yet, despite the constant shouting and seemingly unfiltered complaining, it’s not true that all customers want to trash-talk the brands with which they engage. Given the opportunity, and the right environment, customers are actually collaborating with companies in unique and innovative way—creating a two way dialogue that impacts both parties in a more positive way.
In this session, James Bailey, Senior Global Marketing Manager at Communispace, will look back at the revolution that put customers in the driver’s seat, sharing several case studies and identifying the remarkable and surprising ways companies are joining the revolution.