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About the Author
Chapter 1. Now Is the Time to Advocate for Your Customers
Watch Out for Growing Customer Power!
How Should Your Company Respond?
What Is New Here?
The New Tools Work Well
The Paradigm Is Shifting—Pioneers Will Gain Advantages
What You Will Learn In This Book
Chapter 2. The Internet Creates Customer Power
The Internet Is Pervasive
The Travel Revolution
Sources of Customer Power
Auto Buying—It Is Not Your Father’s Buying Process
Customer Power Is Healthy
Power Has Been Granted
Chapter 3. The Balance of Push and Trust Is Shifting
The Balance Between Push/Pull and Trust/Advocacy
The Balance Is Shifting In the Travel Industry
In Automobiles the Shift Is to Trust
Health—The Need for Trust ...