Consumers [have] come to expect a much more active role in the content they engage with. They now want to customize content and products to fit their preferences and personality, get immediate feedback on their actions and opinions, and be rewarded for their contributions. They derive great satisfaction from being first to discover things and disseminate them to others. They resent any perceived lack of transparency from the businesses they interact with.
Elie Ofek, professor of marketing and innovation at Harvard Business School
