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October 4, 2008

Who has more power?

Brenda Haines | Customer Experience DesignWho really has the power to win friends and influence people?

Unlike the ‘old days’ when unhappy customers told 37 friends, customers today can sniff out hypocrisy and ridicule it in forums the entire world can see. That means the experience these ‘jurors’ have with your organization/product is more important than ever. What does this mean for you?

The court of public opinion

The court of public opinion doesn’t know how you’ve always done it – or why.

Members of this jury only want to know what you’re doing to make it easier for them.

Tough to do, but important, if you’re trying to avoid a ‘guilty’ verdict in the court of public opinion.