People want to be heard, they want a human being to say “I’m sorry that happened, let’s see what we can do to make it right.” They will let their friends know how they were treated - because they can. If not heard and helped they will react. I the old days may bee tell …

Starbucks provides a great demonstration of how to communicate significant changes. The home page was replaced with a letter from Howard Schultz, addressed to all customers. At the bottom where links to copies of a letter and a voicemail from Howard Schultz to all Starbucks partners (employees), together with a link to a Questions and …

To engage with customers, it is no longer enough to have an email address and customer service number on one’s website. Today, people want to interact with and engage businesses via their chosen means of communication, whether that is Twitter, Facebook, discussion forums, or a feedback site like Get Satisfaction. Companies like Dell, for example, …