How to turn a social-media tempest into an opportunity
Sonia Paul
Maria Roncal was the Social Media Community Leader at Caesars Entertainment Corp. in 2013, when a woman who was breastfeeding at one of its properties – specifically, the Tropical Breeze Café at the Flamingo Hotel and Casino – was asked to "cover up" by a staff member.
The guest promptly tweeted:
While some tweets disappear into the social-media abyss, the Twitter handle of this angry customer hinted at a much larger digital presence. Jessica Martin-Weber, it turned out, was the founder of the The Leaky Boob, an influential parenting...