I asked her to do a quick video about my favorite chapter of her new book, The Hidden Power Of Your Customers. Chapter 9 - Culture of Customer of Service is all about change management, employee engagement and changing the mindset of the entire organization.
About the Author: Michael Brito is the Vice President of Social Media at Edelman Digital. His previous employers include HP, Yahoo!, and Intel where he was responsible for driving consumer social media strategies and programs. You can follow him on Twitter or check out his social media blog.
