Contents
Chapter 1. Now Is the Time to Advocate for Your Customers
Watch Out for Growing Customer Power!
How Should Your Company Respond?
The Paradigm Is Shifting—Pioneers Will Gain Advantages
What You Will Learn In This Book
Chapter 2. The Internet Creates Customer Power
Auto Buying—It Is Not Your Father’s Buying Process
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
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