I’m still fairly new to the speaking profession, having never delivered a speech or presentation until a few months after my YouTube video “United Breaks Guitars” went viral. I recall being asked to present my first ever keynote at a Right Now Technologies event in Colorado Springs to 700 North American brands — with just a few short weeks to prepare.
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As a consumer advocate and professional speaker I listen to consumers from around the world share their unpleasant customer experiences and this is a great example of one that ends well, but one that the company should have solved much sooner. This highly respected brand was close to experiencing a social media crisis by doing everything possible to upset a valued customer.Contine reading this post | 3 Comments »