“The yellow pages are going extinct…”
“In 10 years you won’t have the yellow pages anymore.”
…a San Francisco wedding gown designer said his company has had 500 inquiries this year from the Knot, an online wedding site with customer reviews, but only three from the yellow pages.
As review sites become more established, they’re likely to become more useful to customers. Today many businesses remain unreviewed, or have only one or two reviews — not enough to make a reliable judgment about them. Eventually the number of reviews will grow and provide a more solid information base.
And here’s a strong reminder:
The most important relationship for brands to manage today isn’t the realationship between products and customers, but rather the relationships between customers.
from Agency by Others