Wanna know what keeps marketing officers up all night?
And Daddy bloggers and teen bloggers - actually anyone with access to a social networking site.
With one angry post on a web site - years and years of meticulous research and all that time with all those focus groups are shot to .... well, you know where.
Armed with an account on Facebook, Twitter or any other social media site out there - an unhappy customer can savage a company's good name and reputation. One bad experience with the service call center can become the focus of an emergency Board of Directors meeting.
Social networking has turned customer service into the new marketing.
"You’re at the mercy of your own customers these days. It used to be that companies defined their brands. Now, increasingly, their own customers define their brands," writes Josh Bernoff co-author of "Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business" who has written a Guest Author Blog for CNBC.