As a brand, you should have the “F-factor”, practice some Random Acts of Kindness and be aware of the rise of ‘citysumers’. That is, if you want to keep up with the most import consumer marketing developments, according to Trendwatching.com (briefing august 2011), via MarketingCharts. It’s all there in the conversation management strategy and philosophy, it makes our book still a relevant read, although it’s already a year old 
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