During the Icelandic volcano eruption call centers couldn’t handle that many requests. There were a need for alternative methods so more and more airlines turned to social media as a crisis communication tool. KLM published a video message from CEO & President on Facebook:

An increasing number of disgruntled customers are airing their complaints through social media, according to a new survey from the Office of Fair Trading (UK). The government watchdog found that: A third of all customers surveyed would use the internet to make their feelings known, rather than complaining directly to the company A total of [...]

If you search for “Vordingborg Køkken”, then you will find as #2 with the heading  “NEVER USE Vordingborg Kitchen” a side that is – let just say – “critical” to Vordingborg kitchens. How much it actually cost the company in lost revenue is difficult to make up, but good publicity is it certainly not. Vordingborg [...]

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 [...]