Inman's Connect Conference is going on right now. I could not go, but reading the daily posts has been interesting. Yesterday, a panel discussed "who is your customer?" Executives from Homegain (traditional lead generation company) and Trulia (newer vintage real estate search site and lead generation company) debated about the focus on consumers versus agents. Homegain appears focused on agents, while Trulia is focused on consumers (although they say they are focused on generating leads for agents).
To me the decision is simple. Web 2.0 must focus on serving the consumer. If the consumer is well-served, they will trust the site, share more information and possibly even request service. Companies that use the old rules ("capture leads", sell their contact information, etc.) will slowly lose ground.
The decision is clear. Find ways to serve the consumer. Gain their trust and have them opt-in to service.
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