Interact or Die Trying – ThoughtWorks Featured Insights – Medium

Remember just a few years ago when your customers started tweeting at you, angry about a delayed flight, complaining loudly about a poor product or "the worst service ever!"? At least you had a social media presence -- unlike some of your competitors -- but I bet it really took time and effort to learn how to use social media effectively. It may even have caused substantial public embarrassment and pain along the way. Here's the thing: this kind of breakdown will happen again and again in the near future -- and across more and more new platforms and contexts. Your relationship with your customers will constantly be at stake.