Social as the Customer Experience Watchtower

Early warning signals have helped us avoid damaging natural disasters or workplace catastrophes, so why not use the ones available to us for avoiding customer experience disasters? The way customers seek help is changing, thanks in some part to how inefficient many of the traditional methods have become.  The growing percentage of customers who prefer […]


Meet the One Person Who Can Ruin Your Brand Tomorrow

A model, tweeting the failed attempts of a married man to pick her up on a cross-country flight. A student with a smartphone who captured a video of bullies viciously taunting a bus monitor. A blogging 9-year-old, chronicling the underwhelming food served in her elementary school cafeteria. What do these three individuals have to do […]