第5页 1.2.1 Empowered customers

P5，Business to Business(B2B) services may be less sensitive to social media, but word of mouth (WOM) seems to fulfill the same role here, with employee and customer referrals often named as the most effective sales generator[02]. Whatever the numbers , we agree that when an organization messes up , the world will be told - and people will believe what they hear. 
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这段话的意思：或许社交媒体对B2B不太敏感，但口口相传扮演着与社交媒体一样的角色，口口相传中，雇主和客户是最有效的销售马达。不管数量是多少，我们相信当一个组织乱成一团的时候，服务设计这个世界会被告知，人们会相信他们听到的。