“ The real challenge is that we can’t fool customers any longer. They often know just as much about Twitter and Facebook and blogging and YouTube and Yelp and TripAdvisor and FourSquare and all the rest as we do. That’s never been the case before, and it makes it much harder for business to claim they need 4 hours to respond, when customers are responding to their friends using the exact same platforms in 15 seconds.”
Why Social Media Has Ruined Your Advantage
