How Twitter Amplifies a Customer Attack
AUGUST 9, 2012
The following is an excerpt for the forthcoming book, Attack of the Customers: Why Critics Assault Brands Online and How to Avoid Becoming a Victim , by Paul Gillin and Greg Gianforte. Were he speaking it today, he might refer instead to Twitter. Twitter is the enigma of social networks. How does a service with so little going for it create so damn much trouble? It’s helped Twitter become a core utility for arranging everything from book signings to mass protests.