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“In the old days, someone might have a bad customerexperience and tell 10 people. But now, with the riseof blogs, MySpace and Facebook, that person might, .dynamic, and importance, of customer experience.”
Bruce Temkin, vp/principal analyst at Forrester Research
Source: Forrester “The Customer Experience Index 2007”,http://www.forrester.com/Research/Document/Excerpt/0,7211,43877,00.html
 
,Brandweek,http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003677228
 
 
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