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Monday, February 20, 2012

Are consumers talking about you behind your back (but in clear view, online)?

Observation:   Over the past few years, I’ve had dozens of conversations about the increasing influence of consumers in a transaction… before, during and after the purchase.  Today’s Minneapolis Star Tribune features a story about the extent to which consumers are using their technology tools to manage their consumer relationships.  Click here to see the story.

Implications:   Never has the consumer’s Word of Mouth been so loudly and immediately amplified into the marketing message as it is today.  It might be impossible to control what people are saying about your company, product or service on Facebook or Twitter… you still have tremendous control over the experience someone enjoys when they do business with you.

When a customers walks into your business (whether on foot, online or over the phone), assume they have the power to broadcast their experience to the world.

Mike Anderson, for the Elm Street Economics consumer trends blog. A service of The Center for Sales Strategy, Inc.

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