A few months ago I wrote, “A 360 Degree Perspective On Customer Engagement,” where I touched upon the 21st century consumer who is always on, always connected, and doesn’t make a move without consulting the internet.
When I think about it, that means my three sons are the typical consumer – a scary thought indeed. They don’t, and never will, read newspapers. They fast forward through ads on TV. They spend hours huddled over the....