Jay BaerBlockedUnblockFollowFollowingFounder of Convince & Convert, a digital media and marketing company. NY Times best-selling author, global keynote speaker. New book: Hug Your HatersJul 27, 2016Great article, Jay. Just one question: Why do you give an F to the last point? Not at all clear.Adam Gordon2Adam, because they should have anticipated that Instagram would be used as a customer service outlet.