Customers have in many ways taken control away from brands – turning their passions, or voice consternation over what they see as unfair company practices, into web content that catches fire – and moves quickly to the top of social media and search results. But increasingly, we are seeing examples of brands who bury their [...]

Bank customers hitting back through social media

Most companies are barely prepared to deal with unhappy customers who use social media to air their gripes. Now they must be ready to respond when organized entities, such as Greenpeace, wage massive campaigns against their brands using social media channels. For an organisation that has limited resources but depends so heavily on spreading its [...]

Social media isn’t as easy as it looks – Chrysler had to realize that. The official Twitter account of Chrysler brand vehicles dropped the F-bomb in an update from an employee at the automaker’s social media agency. The post read: “I find it ironic that Detroit is known as the #motorcity and yet no one [...]