Oct 30, 2008

Crisis Management in an Era of Consumer Control

Consumers are in control nowadays, which is a scary thought for some marketers and brand managers. No one likes to give up control, and in a way you do not have to. The top-down model of advertising is broken, but you can still lead your customers. Instead of selling products TO customers, develop products and services FOR customers. Listen and engage in a conversation with them, and provide tools for them to communicate with each other.