How To Avoid Customer Revolts

How do you make sure you stay on your customers' "good side?"

The balance of power between companies and consumers has shifted.  As firms like Netflix, Verizon, and Bank of America have learned, consumers are more emboldened than ever — eager to express their outrage when they feel a business has wronged them.


Watermark Consulting Founder Jon Picoult was interviewed for this cover story in The Conference Board Review, where he explains how companies can guard against the bad decisions that trigger customer revolts.