"...companies are still grappling with how they participate in the conversation when they don't have control over the message."

When will they learn they don't have control and getting into the convo is a MUST!

Not an option anymore imo

whole heartedly agree, and they should be interested in being open to having a conversation vs letting unhappy turn into hater

pchaney - that's why our company has me. To guide them through to where they really want to go, but aren't quite sure how to get there.

It's going to be fun. They want to be there, which is more than half the battle! And, they are smart enough to know they needed help.

Woo-hoo!

Again, I"m green with envy.