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After years working with large consumer product companies like Stride Rite and Keds, Pieri grew frustrated with the difficulty mom-and-pop shops had launching new products. "The more innovative a product—as opposed to mainstream and "known"—the harder it was to get distribution," she explains. In response, she launched The Grommet, a discovery platform that connects customers with inventors' stories and their products, five years ago. Pieri, whose company helped launch products including SodaStream and Fitbit, counts HP CEO Meg Whitman as a mentor and has a side-gig as an entrepreneur in residence at Harvard Business School.

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客户通过Twitter 和Faceboo向世界传播“糟糕经历”的能力已经改变了客服世界的生态。尼尔森公司(Nielsen)2012年的一项调查显示,超过一半的客户现在通过社交媒体寻求补救措施;与此同时,在Twitter上提出问题或抱怨后,大约81%的用户提出当天就能获得回应。但在今年秋天,事情变得更加有趣:9月2日,英国航空公司(British Airways)乘客赛义德?哈桑斥资大约1,000美元,购买了几条“推广消息”,猛烈抨击这家航空公司弄丢了他的行李。鉴于有偿社交媒体推广现已成为客户的新武器,从2014年开始,各大航空公司、信用卡公司、银行和其他累犯提供的糟糕透顶的客户服务或将走向终结。无穷无尽的电话等待时间和那些自动化的“电话树”(比如,“英语服务请按1,西班牙语服务请按2,您整整一个下午都需要等候接听请按3”)或许将被扔入历史的垃圾桶。

证监会:已有50家证券公司完成协议签署 承诺出资累计545亿元化解市场风险