The End of Social Media Customer Service as a Spectator Sport?

This post originally appeared on Medium. The battles are as ferocious as they are frequent: companies and customers squaring off in the public spotlight on Twitter and Facebook. Among the more high-profile of recent tiffs: actor Seth Rogen going toe-to-toe with Cathay Pacific airline, which had barred his pet Cavalier King Charles Spaniel from boarding a flight.Read the full article