There's an old marketing adage that goes like this: How many drops of pee does it take to ruin the punch? The answer naturally is just one. I recently visited Ruth's Chris Steak House in my hometown for a family dinner. The service was excellent, the food was just OK … but that's not the story!
For the last year I’ve been saying — screaming actually — that companies better have their acts together, otherwise they're sitting ducks in this new age of customer centricity. If your customer service, products and brand image aren't all buttoned up, you risk getting skewered on the internet, i.e., the peoples’ media.