8. | Course Title | “ I resorted to social media because as a consumer I am tired of being placed on hold for interminable periods on the phone which historically has been a brand's mode of choice for engaging with customers - and I wind up building up my phone bill in the process. I was also tired of sending emails which, if they are acknowledged at all, get nothing more than an automated reply - something that is extremely impersonal and gives no indication of whether anything will be done at all.” Quote from a customer of The Carphone Warehouse about why they used social media to complain
30. | Course Title | “ With an open strategy, decision shifts from if you should be open ... To how open you need to be to accomplish your overall strategic goals.” Quote from Charlene Li (Altimeter Group), Being open without giving away the store: The secret is a sandbox covenant
34. | Course Title | "A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.” Quote from The Cluetrain Manifesto (1999)
