I recently saw a story that illustrates the power of social media. Instead of doing some Monday morning quarterbacking–which to me is never a fair type of interaction let’s discuss this objectively.

The first is from At&T wireless and Giorgio G. He had a few complaints about his iPhone wireless service. Most of us would complain to our friends, maybe on Facebook or Twitter but he went to the top. He sent an email to CEO Randall Stephenson, not once but twice. After the second email he received a phone call from AT&T thanking him but also offering if he contacts the CEO again that they would issue a cease and desist letter.

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