CRM and other data driven items have removed much of the human element that we all crave. While we have been busy collecting all this data, including the voice of the customer, we have further pushed the consumer away. We have made it harder and harder to interact with the actual company. We base decisions, [...]

During the Icelandic volcano eruption call centers couldn’t handle that many requests. There were a need for alternative methods so more and more airlines turned to social media as a crisis communication tool. KLM published a video message from CEO & President on Facebook: They also added an Q&A tab to the Facebook page: The [...]

An increasing number of disgruntled customers are airing their complaints through social media, according to a new survey from the Office of Fair Trading (UK). The government watchdog found that: A third of all customers surveyed would use the internet to make their feelings known, rather than complaining directly to the company A total of [...]

If you search for “Vordingborg Køkken”, then you will find as #2 with the heading  “NEVER USE Vordingborg Kitchen” a side that is – let just say – “critical” to Vordingborg kitchens. How much it actually cost the company in lost revenue is difficult to make up, but good publicity is it certainly not. Vordingborg [...]