Customers are talking. They are tired of sitting back passively allowing businesses to push brochures, commercials and websites at them telling how great they are. Customers have something to say and they are saying it on Twitter, Facebook, blogs and all sorts of online community pages. Trust is no longer built through expensive ad campaigns. Consumers are too smart for that now. They will ask their friends, their tribes, for recommendations and reviews, and after they make their purchase, you can be sure they will be posting their reviews all over town.
Where are your customers having conversations? How are you inviting their comments?
Here's one of my favorite commercials that shows what happens if we don't listen!