We don’t usually think of consumers as a threat to our business. But thanks to social and mobile technologies, consumers are now “hyper-connected and super-empowered,” to use Thomas Friedman’s memorable phrase. No longer passive audiences, they can organize to overturn even the most strategic initiatives. The result is a fundamental change that has put executive teams and board directors on high alert.
Countering a Customer Insurgency – Mark Bonchek and Chris Fussell – Harvard Business Review22 10 2012