It is a great coincidence that the emergence of consumer problems and business issues coincide with the arrival of tools that can help to bring the world together.
These tools should enable people to communicate and express themselves in a better way.
3 major points:
1) The ever-lasting consumer oriented-society
2) The incredibly connected, social life we experience with the web and with social media
3) The constant bad brand experiences that we encounter
The Digital feedback will bring what people have always wanted: a world that is more transparent and aligned. This is the vision outlined in this book. With these ideas we can improve consumer experiences for the benefit of all by giving the power to the people.