Shouting. Blurting. Yelling. These are all things that
companies have been doing for the past couple of decades to communicate their
message. During that time, “customers lost their voices” (Scott 198). It’s time
for us to take back our voice.
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David Meerman Scott describes the evolution of conversations
between buyer and seller in Chapter 15 of “Real-Time Marketing & PR”. Back
in the day, buyer and seller used to battle it out face-to-face. Through the
mid-nineteenth century, print media “began to assume an intermediary role
between buyer and seller” (198). In the twentieth century, “business
communication became a one-sided conversation” (198) with the seller talking at
the buyers.
However, the tables have recently turned. With the power of
social media, consumers have the means and platforms to voice their opinions. The
“Web has actually brought communication back full circle” (199).
I think now is a great time to be a consumer. To be able to
voice your opinion and be heard by the company is fantastic. There is a
discussion that takes place showing the company cares about its customers and
the customers demand quality from the company. Interacting with a company is as
simple as a tweet or a Facebook comment.
It's time for the companies to start listening again. As we learned in "Groundswell," this is the most important in engaging with your consumers. I believe companies are embracing social media as a way to listen.
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