The “Mom and Pop” businesses in our neighborhoods have always followed sound and pragmatic business practices, rooted in developing, maintaining and strengthening relationships with customers. The customers and the businesses valued those relationships because “Mom and Pop” offered convenience. They listened to their customers and used their suggestions to improve the business. They provided great [...]

It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That’s why more and more companies are turning to Twitter to help customers resolve issues in a timely manner. American Express is just one of the companies that uses the internet to head off [...]

During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They used Facebook, Twitter and YouTube as a crisis communication channel. Now KLM released a video a few weeks back demonstrating how they used social media to spread a little happiness amongst some of their customers. [...]

It’s no secret that more customers around the world are using social media to stay in touch with friends and family. And many of those same customers are either voicing their opinions about brands they like (or dislike). Several years ago, social networks and related tools were used by early adopters who tended to be [...]