In 2015, I launched my first book, Manipurated. In it I explored the growing importance of online reviews and online reputation to brands and organizations. Now almost eight years later, we thought it would be interesting to see how the tenets put forth in that book held up over time.
Anthony Helmstetter, one of the strategists on the team at Convince & Convert, had ChatGPT extract and summarize ten key rules of customer experience from my book. I’ve listed them here along with my perspective on how that particular tenet has held up – have things fundamentally changed in customer experience, social media and marketing since 2015?
