Finding a Signal in an Information Economy Full of Noise

Andrew MacDougall, Partner - Trafalgar Strategy   Remember the good old days when complaints about customer service were kept behind closed doors? It used to be that a business could rely on discretion to resolve its problems, where a complaint about a product or service was addressed directly to the provider of that product or service to be dealt with, and the general public knew little to nothing about it unless that product or service attracted media attention by delivering some form of catastrophic error. Well, those days are long gone. Now, everyone has access to a megaphone and access to the equivalent of a paper or a broadcast. Welcome to the attention economy, where the major technology platforms have democratised information production and distribution by turning the cost of production and distribution to essentially nil. Now everyone gets a say, including your critics, all day, everyday. And it’s posing huge challenges for businesses of all sizes. It’s incredible to see ...