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Avenue A Razorfish released the 2008 Digital Outlook Report yesterday. The purpose of the report is to help Avenue A's clients understand consumer behavior in the digital space.
How to Change the World: Avenue A Razorfish 2008 Digital Outlook
THE EXPECTATION ECONOMY
Consumers don't expect brands to be flawless. In fact, consumers will embrace brands that are FLAWSOME*: brands that are still brilliant despite having flaws; even being flawed (and being open about it) can be awesome. Brands that show some empathy, generosity, humility, flexibility, maturity, humor, and (dare we say it) some character and humanity.