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The gap between brands and consumers is getting wider

Time has come to individualize marketing and customer relationship. With the rise of the social web, brands had more and more opportunities to build a personal relationship with their clients. Channels multiply, points of contact and interaction too, communities blossom - even if...- and brands have learned to interact with them without too much damage. Yet... 4 years ago - what is an eternity - an IBM study names "from social media to social CRM" showed how much brands where wrong about what they thought customers expect from them on...

The gap between brands and consumers is getting wider

Time has come to individualize marketing and customer relationship. With the rise of the social web, brands had more and more opportunities to build...