Battle For Public Opinion To Be Lost Via Mobile

Mobile Marketer asked me to name one unexpected thing that may happen during the holiday season.

Here's what I told them:

“Retailers who provide poor customer service will suffer as mobile subscribers armed with what I call megaphones take to their social networks and use messaging to voice their displeasure.

“The adage forever was that you could lose the battle for public opinion in two hours. It is now more like two minutes when experiences at these Moments of Trust touch points get communicated on Twitter, Facebook and other social networks.

“How bad can this get for a retailer? Smartphones now have eight megapixels, HD capabilities and near-instant posting options. It can get very bad very quickly.”

The full article is here