This should probably be filed under "obvious", or "duh,", but it's always surprising how businesses - especially retailers - underestimate the power of the average customer, now that blogging is commonplace.
The MIT Advertising Lab points to what they call the real mystery shoppers. People with cell phone cams or digital cams and a blog. Or people with access to the thousands of consumer blogs...well, I guess everyone.
The pressure has never been higher for retailers to deliver a consistent brand experience across all stores. Or else.
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