As a marketing professional, there is nothing I hate more than receiving any form of communication (email, Web experience, social media, mobile, whatever) and not see an obvious place where I can either opt out of the communication or protect how much information is being captured. As a consumer, I probably hate it more.
It turns out that consumers want one thing: their issues resolved. And, they want it done fast. Faster than fast. The challenge is this: the majority of brands act fast... as fast as they can. Sadly, it's not even close to being fast enough for consumers. Now, brands and consumers are going to have move forward and figure out a way to define what the true speed limits are.
If you take a serious look at the media world, there are only a handful of significant players. While it may be easy to define "significant" as a company doing interesting things, it's more practical to look at the media landscape. Last time I checked, no media company was behind the creation of Twitter, Instagram, Pinterest or any other new media darling du jour. My guess is that they'll be investors as soon as they physically can be.
Recently, a very senior marketing professional who works at one of the world's largest corporations was recounting a story of how they saw a postal truck outside of their corporate head offices in Silicon Valley, and every single parcel that was being offloaded from this truck was from Amazon. He thought to himself: "This is the what retail looks like in 2012."
While it's nice to get drunk on the social media Kool-Aid and point fingers at those who have gained exposure and popularity through it (both positive and negative), all of that pales in comparison to the fact that we still don't even really know just how powerful this new media is.