CHAPTER 11
What Comes Next
One night, as I was nearing the end of writing this book, I saw a blog post that Scott Monty had shared on Facebook. Scott is the head of social media for Ford, and he was sharing a post about a customer’s experience with the brand. The customer had originally connected with Scott on Twitter and was a bit skeptical about Scott’s enthusiasm for the brand and whether Ford was a company that really cared about its customers. He asked Scott a few questions; then a few months later, when the customer starting to consider a ...
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