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. More and more companies has embraced social media to drive customer serviced to new levels and, in the process, validated [...]

A bad experience shared on the Internet can travel at a velocity that can reach millions of people over night. As people begin to identify with or share their own experiences – the impact on a company’s reputation and sales can be dramatic. No airline can afford to forget the viral impact of the YouTube [...]

Com­panies these days must under­stand that every­body has a voice. So the best way to avoid a pub­lic rela­tions night­mare is to give great cus­tomer ser­vice right out of the gate. “It’s a bad day when a customer’s upset,” says Dave Car­roll, cre­ator of the musi­cal tril­ogy United Breaks Gui­tars. United repeatedly refused to listen [...]

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, [...]