Instant, Public, Permanent
Today, the feedback is instant. Anyone can review any experience and press one key and the word is out right now. It is public spectacle as well. The hotel guest just didn't tell 10 or 20 or 30 friends. He told the millions of people who visit the 133rd most visited website in the United States. Today, our complaints are also permanent. The review above is nearly a year and half old, yet it is still there for anyone to see. Will you stay there if your travel plans take you to Flagstaff?
Today, the rules of business and the rules of marketing are being rewritten. Social media and the ways in which we communicate have made everything Instant, Public and Permanent.
(This series will continue over the next several postings. Stay tuned.)