From Choice to Voice

Current commercial practices and mindsets are based on the assumption of top down flows of information from organisations to individuals. Most of today's information and communication infrastructure, processes and mechanisms serve this top down 'messaging' environment.

However,'bottom up' volunteered information from individuals - 'Here I am. This is what I want' - has the potential to transform the ways organisations and individuals interact, to the benefit of both sides.

This Discussion Paper analyses the different forms of consumer Voice, what benefits they bring to both buyers and sellers, and what this shift from choice to voice may mean.