PR in the Age of Consumer Control

Google. The effusive praise this deceptively low-key search engine elicits is maddening. I used to Pete Blackshaw is helping me look at search in a whole new light. "In categories such as automotive, electronics, and healthcare, most purchase behavior starts with search," says Blackshaw, chief marketing and customer satisfaction officer for the first moment of truth, or the first interaction a customer has with a product. More and more, this moment takes place online before a consumer steps foot in a store. Search engines can chutzpah to push customers to The Iams Company and Click Z column on Del.icio.us") | Yahoo! My Web Kevin Dugan is the author of the popular FRCH Design Worldwide Visit Kevin's blog: