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I’ve given much thought to what might be in store for 2010.  And for more reasons than I can list here, it certainly seems as though the digital wave has finally hit the shore.  Imagine, we just might spend more time this year getting back to the basics of “Building Brands People Love” and thereby spending less time experimenting with ‘digital’.  No doubt digital is now the lifeline for most things social, and I pity any brand manager who has yet to walk through the door. But much is yet to be said about how best we can communicate with customers in 2010.

Here is my conclusion…  “Treat new customers like old customers, and treat old customers like new customers”

In 2009 social media became the great equalizer; and not necessarily for a purpose of fairness.  It remains very difficult to touch, converse, and sustain authentic relationships between brand and customer.  And no matter the number of unique audiences your brand might reach, all customers fall into two categories; existing customers or prospective customers. This is where your attention should be focused.

Make sure there is a chair for each at the table… Now, what can your brand do for them?

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