Customer Relations Version 3.0: Leveraging Social Networks to Effectively Engage Consumers

At a company event last month, I had the great opportunity to hear a speech by Jeffrey Rayport, chairman of MarketspaceLLC and a former distinguished Harvard Business School professor. He talked about “Customers 3.0,” and about how consumers are creating their own channels through which they decide what to purchase. Increasingly, the “channels” they are creating are through blogs, social networks and online communities.