Contents
Foreword by Peter Aceto, CEO, Tangerine
CHAPTER 1 | Welcome to the Social Age
They’re Missing Something. Something Big.
Social Isn’t All Roses and Rainbows
CHAPTER 2 | The Customer Holds All the Cards
A Precedent Set: United Breaks Guitars
The Amplifier Only Gets Louder
Lesson Learned, Thank You, BofA
How Do You Use the Social Media Hammer?
CHAPTER 3 | The Social Employee: Good, Bad, and Way Past Ugly
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