Wolfgang explains this new kind of communication over at the Edelman Digital Authenticities blog.
I like the analogy and, being a father of a 9 months-old unterstand the concept all too well. But still, what he describes is – at least today – a wish at best. Granted, some companies have embraced the thing we call web 2.0, but the majority and the majority of the big companies have not. Very often they have put the stroller with the baby on the porch and are talking on the phone with somebody else – they are not in the position to listen to their customers and they don’t want to.
Sure, the bloggers and tweople of today exchange their own experience with brands, but too few do listen. I will take a major incident or bankruptcy until companies realize that “markets are <indeed> conversations” and that listening is a must.