This document discusses the rise of the Age of the Customer and how social media and online connections are becoming increasingly important. It notes that while human nature doesn't change, human behavior does. It highlights how both customers and companies are using online connections and social media to gather information, get feedback, engage in conversations, and build relationships. It also discusses both the opportunities and fears companies have around social media engagement.

1. the Age of the Customer by Valeria Maltoni Conversation Agent Mediabistro Circus

2. Image: Map of the Decade, Institute of the Future STORIES

3. facts updates back story future stories

4. TRANSFORMATIVE

8. human nature doesn’t change – human behavior does

16. this is what marketers see

17. Photo: unaesthetic – http://www.flickr.com/photos/unaesthetic/22725413/ this is what your customers see

18. connections are currency

19. social determined by people

20. 675 connections 8,143 followers 1,287 subscribers 5,267 subscribers Conversation Agent 373 members 2,400 members

24. anyone can influence

25. “ Trust is like the air we breathe. When it’s present, nobody really notices. But when it’s absent, everybody notices.” − Warren Buffett

27. marketer // customer

28. “ For anyone asking about the Ford fan sites and legal action: I’m in active discussions with our legal dept. about resolving it. Please re-tweet.” – Scott Monty, Dec. 10, 2008

29. “ This is just one way people have gotten to know us," says Eliason. "It's a little more personal. More back-and-forth discussions, and it's less formal. And it gives immediacy to interactions. ” – Frank Eliason, Business Week , Jan. 13, 2009

30. “ It started with us listening. That was the first step in it for us. We started that process in April of 2006. That process for us was about a 4 month period. Through that we looked at what are people saying about Dell. ” – Lionel Menchaca, June 23, 2008

31. http://www.viddler.com/explore/dpzramon/videos/19/

32. Valeria Maltoni Conversation Agent www.conversationagent.com @ConversationAge