Digital has given people a way, for the first time in history really, to connect easily with an organisation, be it to laud and praise or vilify and complain; that digital availability is now becoming an audience expectation, which is why authenticity must become our lifeblood, according to Jason Thibeault and Kirby Wadsworth in their book Recommend This!: Delivering Digital Experiences That People Want to Share.
My full review of the book is available at my business book reviews website.