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 [...]

Firey laptop batteries, defective chips, poor customer service, no 3G S subsidy – these are just some real examples of issues that struck companies recently that might have been headed off at the pass by social media. When you have an issue these days – what’s the first place you go for more information? That’s [...]

Nice to see that some company’s are still thinking about how to surprise the customer positively. Lufthansa Lufthansa has set up a new service named MySkyStatus that automatically posts departure, the current position of the flight and arrival to Twitter or Facebook. That way connections can follow your travels. Typical status updates: Clicking the link [...]