Tuesday, September 1, 2020

“They turned our power down, And drove us underground – But we went right on with the show…”
– Billy Joel, Miami 2017 –

On Sunday, an outage with ISP Centurylink unexpectedly took down 3.5% of the internet affecting companies like Amazon, Twitter, Xbox Live, Reddit, Hulu and Cloudflare. Everyone was caught off guard as angry customers rounded up their digital pitchforks and, unfortunately, many organizations responded with the business equivalent of a Homer Simpson-esque “DOH!” With internet access now a utility – and taken for granted – customer understanding is often low. So, when the unexpected happens, how prepared are your front line folks to talk people off their (very entitled) ledge?

Stay safe. Stay healthy. Be strong. Lead well.