Customers are no longer just customers. They not longer sit in front of the tube and absorb messages from self declared authorities or people who play doctors on TV. At the very least, even with the traditionally no-brains medium of television, viewers are encouraged to call in, ask questions or vote on the most talented singer. At a more advanced level, people are providing the content, commentary via comments, technological infrastructure, design, acting, video production and everything else involved in producing, consuming and interpreting content. By the time that someone has participated, even in the most rudimentary level in this process, they are more media and business savvy. This creates a more critical consumer who can see past hype, misdirection and has the resources to independently vet claims.
this is the shift I describe to clients, to friends and family, passersby: marketing has to change with the consumer!