Since… well, since forever, the power of marketing has been measured in “impressions”—passive viewing of ads—but now we’re turning a corner. People and brands can motivate thousands without ever buying an ad. Even Coca-Cola, a company that spends bazillions of dollars on advertising, is now measuring their marketing effectiveness using the new unit of “expression”—what you and others are saying about their brand. In this world, the advertising agency is being replaced by customer service.
It’s an indicator that we’re living in a whole new world, and Customer Service at the Speed of Twitter is one of the first maps to this new territory, created by the early explorers at Assistly.