How Social Media Can Kill Attempts to Manage the Customer Experience
Social media and viral marketing has changed the world of customer experience management. Now technology and mass communication at a level unheard of a few years ago means that companies find it hard and harder to manage the relationship they have with customers and how customers talk about them. Gone are the days of the old statistic that said one dissatisfied customer tells another nine of their bad customer experience.
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Joe Espana
Performance Equations