Listen now (45 min) | What happens when a promise made by a company is broken? Complaining on Twitter. No more customer. You can lost trust one customer at a time, or en masse. When companies suffer surges in demand that let customers down (Clorox wipes) or just get caught with their hand in the data cookie jar (Facebook), customers begin to ponder the brand. When the promise is kept, there are no questions. Keep buying. Keep logging in.
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