George Colony, the CEO at Forrester Research, has a great article, written in plain english, on why Web 2.0 has changed the business-customer relationship. Highlights include:

  • Having a conversation with customers
  • Web sites are almost always poorly designed
  • Will your customer recommend your business to a friend?
  • Customers have way more power
  • Great marketing works better with great technology

 Read the entire article, it’s about 1200 words.

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