"Command & Control" is the strategy that every major corporation lived by before search engines and social media. Media advertising was louder than an individual, complaining consumer, so companies didn’t need to listen to individual complaints unless it was affecting their ability to sell to new customers--which it wasn’t. Now it does. Command & Control is only effective if a company's target market cannot connect directly amongst itself and have a conversation. Online reviews and social media have made it way too easy to get third party information about any business. Thus Command & Control’s core model falls apart.