Usually the news about social media is upbeat and urgent — all about the benefits of mastering these tools and networks. Today we have good news and bad regarding social media. The bad news comes in this article: Customer Experience Is Getting Worse. The article looks specifically at whether social media channels, as operated by consumer brands, are helping or undermining customer experiences. Here’s the verdict:
“The fact that customers are giving up on social media as a way to interact with brands is, of course, no surprise. Most brands and organizations have never had any genuine
