How to Harness the Customer Awakening
Harvard Business Review
AUGUST 28, 2012
Consider the "My Dell hell" diatribes by prominent blogger and journalist Jeff Jarvis, or Heather Armstrong's "Maytag Nightmare" that she described in vivid detail to her 1.5 Both launched media and customer firestorms; both shook top management to its core. million followers. Here's how: Get your experts out front.
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