Word: consumerized
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It's hard to believe Phil Gramm said the U.S. is only in a "mental recession." These are times of tremendous economic anxiety: consumer confidence is sagging, banking and housing sectors are verging on panic, and the Bush Administration is scrambling to soothe markets. Now a key adviser to John...
There's a reason economists track consumer confidence: the economy, after all, is basically a confidence game. It's a problem, therefore, that Americans are so anxious. But it would be less of a problem if someone could offer a good reason they shouldn't be.
Now I am. This book deserves a spot on the desk of every executive who worries about his company's reputational risk. The author, head of strategic services at Nielsen Online, tells tale after tale of angry consumers whose gripes were magnified a thousandfold through online postings, message boards, YouTube...
The author gives an awkward label to this new relationship between consumers and producers: consumer-generated media (CGM). Luckily, he says, this bond can be monitored, measured and repaired: "Whether you hire a major firm like Nielsen Online, Cymfony/TNS, Umbria or BuzzLogic, or use any of the various free tools...
Ironically, the way Blackshaw advocates avoiding toxic CGM is decidedly low-tech. He's a great believer in old-fashioned attributes such as trust and authenticity. That means any claim made about a product had better be irrefutable, because the world will soon know if it's not. And be...