How the internet is killing customer centric companies

by Peter Clayton
And why the modern customer is rarely right.
The Internet has changed the way customers are evaluating companies. When left to their own devices (those devices being laptops, tablets and mobiles) the search for information begins earlier than ever before and without you knowing when it starts, or what they are looking at. 
What was originally heralded as the age of information has actually become the age of speed-reading.

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