This document discusses the rise of the Age of the Customer and how social media and online connections are becoming increasingly important. It notes that while human nature doesn't change, human behavior does. It highlights how both customers and companies are using online connections and social media to gather information, get feedback, engage in conversations, and build relationships. It also discusses both the opportunities and fears companies have around social media engagement.
28. “ For anyone asking about the Ford fan sites and legal action: I’m in active discussions with our legal dept. about resolving it. Please re-tweet.” – Scott Monty, Dec. 10, 2008
29. “ This is just one way people have gotten to know us," says Eliason. "It's a little more personal. More back-and-forth discussions, and it's less formal. And it gives immediacy to interactions. ” – Frank Eliason, Business Week , Jan. 13, 2009
30. “ It started with us listening. That was the first step in it for us. We started that process in April of 2006. That process for us was about a 4 month period. Through that we looked at what are people saying about Dell. ” – Lionel Menchaca, June 23, 2008