Today’s customers aren’t just simply customers, they’re influencers and social networkers. Across the Web at any hour, they’re sharing observations about your company’s products and services. Customers amplify their single voices when they blog, write online comments and reviews, and participate in communities such as Facebook and Twitter. In the age of micro-blogging it will [...]

Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if dissatisfied with the business, impact the business and brand very publically. A business or brand has to be aware and be prepared to engage in conversations about their product or brand.

Dissatisfied customers can send businesses to their knees on the internet with hate pages that reaches the top of search results on Google. A simple blog is everything it takes. Fashion Ministry (“Fashionministeriet”) succumbed after bloggers wrote about overcharges and poor business ethics. Now the online shop is closed: “Fashion Ministry is unfortunately closed now, [...]

Deutsche Bahn is facing huge customer service problems due to delays, disturbances, overheated trains, malfunctioning reservation system, redirects etc. A new service  now collect opinions about Deutsche Bahn from Twitter. If  hastag #bahn or #db have been used on Twitter than Train Tweets shows all the tweets. More about the project: Tweetet aus allen Zügen! [...]