Great perspective from Gary Vaynerchuck concerning how business interactions have changed over the past few years due to the social media revolution (see video). He uses a great illustration of how customer service is much more nimble and responsive since through social media you can better know how your brand is being directly received.
People have always had opinions and social media has provided a “more human” ability to better see them and address them rather than being limited to a focus group or vacuum model. Businesses owners and organizations now have to decide how human they want to be and if they want to begin meeting their customers where they are.

