I’m not telling you anything new when I say that Web 2.0 and social media have changed the way we use the Internet. Neither am I telling you anything new when I say that that’s the reason why marketers and PR professionals are finding themselves in an increasingly difficult situation. We, as consumers, are no longer as easily identifiable as we used to be. These days, us consumers can be any number of things. Producers, users, active participants, members of niche communities, and if worse comes to worst, even critics.
So how can the companies of today ensure that they don’t only find new customers and retain existing ones but also avoid all hell breaking lose when they are confronted with a critic that happens to be quite influential in the online space?