Companies love positive feedback – they post it on their website and use it as marketing fodder. But what about when feedback is, well, less than pleasant? What can you do with a handful – or more – of irate customers? Do you ignore them? Bury them out back? Not in today’s social atmosphere. Rather [...]

To right an organization headed for trouble, you need to build a culture that supports strategy implementation. Give employees a reason to care about your customers, their colleagues, and about how to do business right in a world that rewards cutting corners and compromising values. During a turnaround, don’t focus exclusively on distinguishing yourself from [...]

You’ve probably heard that Intel was attacked by activists opposed to minerals mining in the Congo, that Nestlé was attacked for using palm oil from companies that where trashing Indonesian rainforests, that Shell was attacked by human rights group Amnesty International  for their activities in the Niger Delta. Or, more recently, that BP was attacked [...]

Dell Computers announced today that it has now sold more than $6.5 million in product through links broadcast out to its Twitter followers. While those sales are a fraction of Dell’s $61.1 billion in annual revenue last year, the company sees Twitter as one of its most significant ways of interacting with customers. The company [...]