When The Customer Talks Back
Each year, digital agency cScape and online publisher eConsultancy collaborate on the world’s most extensive online customer engagement report. The 2009 report has just hit the presses, and Jump’s Pete Mortensen is one of six outside thought leaders contributing articles for the publication. In his piece, Pete examines the meaning of Twitter’s rise as a customer service tool, and the remarkable things that happen when companies recenter their business around the needs and opinions of ordinary folks.
