Vengeance is not the point change is. But the trouble is that in most people's minds the thought of victory and the thought of punishing the enemy coincide.
If you walk down the street and smile at someone that will get passed on to the next person. That has the power to change someone's day.
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The creative destruction that social media is currently unleashing will change more than technology or the leader board of the Fortune 100. It is driving a qualitative shift in the nature of relationships between brands and their customers.
