Two sides to every story

The emergence of web 2.0 has become a vital part of our everyday lives; allowing consumers to become reporters, publishers, and journalists; bringing opinions together for the benefit of fellow online readers.

This week I was interested to learn that new consumer website www.sutori.co.uk has launched an online community allowing consumers to share experiences of products and services, offering a real-time barometer of attitudes towards companies and brands.

In turn, the community also allows brands to voice their own feedback and engage in conversation with their customers. The transparency of this site is a fantastic way of uniting brands and consumers, enabling them to exchange points of view and encouraging conversation.

Consumers now have the opportunity to influence each other in the context of their experience of products and brands. The online community at Sutori enables brand perceptions to be influenced by the many, rather than by the narrower experience of a very few.

I think it’s great that customers have a voice online. But it’s equally important for organizations to have the opportunity to respond and listen to what their customers have to say. It’s good to hear both sides of the story.