Digital word-of-mouth has expanded the power of current customers to influence buying decisions of prospective customers.

I’ve shared some advice about how to use customer service as a new form of marketing with GetApp as part of their #RebuildYourSmallBusiness series in my article, Why Customer Service Is the New Marketing:

Long gone are the days of “Mad Men’s” Don Draper, when brands controlled the lion’s share of the narrative.

The internet, smartphones, and social media have shifted power from brands to buyers. With information about companies, products, and services at their fingertips, buyers have formed an opinion about your brand before you even know they’re considering buying from you…Read the full article here:

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