Reaction Slides 85 - 95
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1) Customers are increasingly communicating with each other online through forums and social media to discuss their experiences with companies, products, and services. 2) This new form of online communication gives customers power and information that companies are not adequately recognizing or responding to. 3) If companies want to remain competitive, they need to pay closer attention to what customers are saying online and adapt to changing customer needs, preferences, and expectations that are discussed through these new communication channels.
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![When we have questions we turn to each other for answers. If you didn't have such a tight rein on "your people" maybe they'd be among the people we'd turn to. ,[object Object],[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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Reaction Slides 50 -56
Command and control management styles derive from and reinforce bureaucracy, power tripping, and paranoia. These outdated notions are poisonous policies and broken tools that generate distrust. Knowledge workers and markets reject command and control approaches and seek more open conversation within companies and between companies and markets. For companies and markets to succeed, they must move beyond command and control and allow two-way communication between internal teams and external stakeholders.
Slides 36 - 42
Companies must understand where their corporate culture ends and the community begins. If a company's culture does not allow for open communication and exchange of ideas with customers and markets, the company will not survive. Companies should learn to have discourse with human communities in order to understand customer needs and feedback which are essential for a company's success and longevity. The community of an organization's customers is its market, and companies that do not communicate and belong to this community will ultimately fail.
Slide 27
The employees at a company are building walls to avoid conversations with customers. They found the internet allows them to communicate outside the company to converse and help people struggling due to poor quality products. The internet gives employees a way to talk to outsiders about issues with products not in good condition.
Slide 26
The company is resistant to changes suggested by customers and clients because they do not want alterations to how they operate. However, they should be open to modifying their products based on customer feedback, since the customers will be the ones using the products. To better understand customer needs and wants, the company should communicate directly with customers to learn what changes they would find most valuable.
Slide 25
Companies should communicate directly with customers to understand their needs and perspectives on products, rather than developing products in isolation. By talking to the people who will actually use the products, companies can create useful products that generate profits not just for a short time but for the long run through ongoing conversations with the market and clients.
Slide 24
Companies should avoid being dishonest or fraudulent when announcing things to markets or clients, as this will damage their reputation rather than enhance it. A company's reputation is important and vulnerable, so they should only proclaim what they are truly capable of delivering to avoid potential downfall from a false statement.
Slide 22
Corporations should keep their promises when talking to clients and customers to build trust, as without trust it would be difficult for the corporation to recoup money spent on work. They should also allow employees and managers to personally speak with clients to improve communication.
Slide 28
It is important for companies to be truthful and communicate openly with clients and customers, as honesty will ultimately benefit the company. Companies should ensure clients are fully informed about relevant product details. Being transparent builds trust and rewards companies in the long run.
Slide 18
Markets now purchase and trade differently than in the past due to increased communication allowing for broader information sharing. Those in marketing must be prepared to change and adapt to new trends that arise from greater connectivity and the spread of information, as new developments are constantly changing how the world conducts business.
Slide 21
Companies should lighten up and not take themselves too seriously to allow workers more breaks for rest and socializing with coworkers, as being overly serious and giving little break time leads to exhaustion despite productivity, while social interaction is important for every person.
Slide 16
Companies are facing increasing communication gaps with customers due to how they address clients, which is depleting customer trust and certainty as companies offer less support. The internet has connected people globally, allowing for conversations and communication across borders.
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