Year of the shopper

Lempert, Phil
January 2008
Progressive Grocer;1/1/2008, Vol. 87 Issue 1, p16
Trade Publication
The author reflects on the importance of consumer relations to supermarkets. He says consumers are creating social communities, the more powerful of which can make or break a store's or brand's reputation. Consumer-generated media is clearly the 21st century equivalent of word-of-mouth and collaborative recommendations. To succeed in 2008, operators must understand, join, and empower relevant consumer communities, and become proficient at managing and mobilizing the experiences of others.


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