So, you need to tweet, but management wants to “hire a Twitter person” and call it a day. @XboxSupport was #latetotheparty: I had to speak the time-tested language of data-driven decisions internally to justify the personal touch revolution externally. Hear how I quantify the ROI of turning FML to OMG!, find and arm my Twitter infantry, and reveal what Xbox LIVE learns from foul-mouthed tweens.
Read more.