The CEO discusses how media is changing and customers are more informed and demanding. Organizations need to listen to customers, have conversations with them, and collaborate to build trust and exceed expectations. Customers now have more of a voice through social media and want their opinions to be heard.

1. Campbell Scott CEO February, 2009

2. Eist le fuaim na habhann agus gheobhaidh tú breac

8. People are socialising, connecting and organising

9. and are seeking and voicing opinion www.flickr.com : bovinity

10. Media is changing

11. and shouting at people is less effective www.flickr.com : brymo

12. Customers are more informed and demanding

13. Organisations can listen www.flickr.com : sfllaw

14. and have conversations with people

18. Insight Promotion Reputation Support