With communities in the driver seat over product, a shift will happen as communities can define the spec of future products and therefore multiple brands will bid for their business. As a result, we should expect the agency model to flip over, where PR agencies start to represent communities of customers -rather than brands.
We are always talking about building a community. It's the first thing we recommend for many reasons... This is a good overview on how to find, build, and grow your online community
In social media, who you know - or who knows you - can certainly make all the difference. That's why figuring out who to connect with and taking the time to build relationships with these people is key to leveraging the power of social media.