In the age of the ubiquitous social web, business as usual is broken.
Empowered by social technologies like Facebook, Twitter and YouTube, consumers are sharing their brand experiences – good, bad or ugly. They are no longer content to “grin their teeth and bear it”. In such an environment, companies can ill afford to bury their heads in the “mass marketing” sand.
What should we then do in this avalanche of channels, content creators and communities?