This blog was started with one general philosophy, and has evolved from that. In the beginning, it was based on the principle that the world now works in a very different way than it did in the past. Consumers are in control for the first time, and companies are slowly realizing that. What happens after they realize that is up to them, some are running for the hills, some are fighting back, but the successful ones are embracing it.
The other day I stumbled across this great infographic, which highlights one area where the new consumer-driven market is most noticeable, customer service. Enjoy!