In a world where consumer and peer reviews are available via social media, positive customer experiences become amplified and produce word-of-mouth referrals. On the flip side, negative customer experiences become amplified as well and can make big damage to even great companies. United repeatedly refused to listen and take corrective action after damaging the guitars [...]

Consumers talk to each other online and trust each other much more than traditional advertising. Businesses have the opportunity to step up and use new media tools to engage and support their customers and thrive from modern “word of mouth” in the process. When customers have negative experiences, be the first to hear them, take [...]

Consider watching Twitter in real time for mention of your brand name. It’s as simple as heading to “SearchTwitter“and typing in the terms you want to watch. Below a search for Time Warner: Have your customer service reps keep a tab with the search and check every so often, or use a desktop client like [...]

Companies should use whichever channels their customers are choosing, rather than continuing to focus on their own websites and call centers. Some customers use socialmedia to complain: Others again want to be informed about new products and services, to get help, share price etc. So it can make sence to have more than one identity [...]