He goes on to list several companies who've devoted segments of their marketing, IT or customer relations workforce to having online discussions with customers. That's all they do. They respond to Tweets, Facebook messages, blog posts and more, helping any customer with any concern they have.
This is the face of marketing in the years to come. In a world where Tivo lets you skip television commercials and iPods and Pandora let you listen to virtually ad-free music, organizations are now faced with the inevitable — have conversations with customers. The sinking effectiveness of traditional advertising has forced ... a conversation (of all things).
Like a teenager at a sock hop, organizations are nervously approaching their customers. They're weathering the potential rejection. They're accepting the complaints. They're accepting that their product or service may have flaws. But they want to talk. They have to.
Thanks to Sloan for pointing out the trend and hats off to companies like Dell, who has stopped ignoring or placating complainers and started building products around customer feedback. Finally, we might start getting products and services we want instead of what's being sold to us.
Read Rich Sloan's full post "Authenticity: A Key Trend In Marketing".
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