The voice of the customer has changed – it can influence the actions of even the biggest companies. When Bank of America announced that it would begin charging debit card users a $5 monthly fee, 22-year-old Molly Katchpole got mad and started an online petition. Her petition eventually gained more than 306.000 signatures and that started [...]

Many global marketing companies are “sitting on the sidelines” looking for opportunities to “commercialize” social media. But sometimes brands don’t do this the right way. Sometimes brands get things wrong. But there are preventative measures brands can take to lessen the likelihood of these mistakes happening. And if they do happen, there are also ways [...]

There have been countless examples of businesses not understanding the power and speed that social media can turn something from minor irritation into full scale PR disaster. Here’s an excellent example of the importance of responding to a social media crisis before it is too late. A YouTube user uploaded a video of a FedEx [...]

So you messed up. Big. How do you explain your company’s misstep to the public? Back in july 2011, Netflix raised its rates by 60 percent for customers who subscribe to its DVD and streaming video services. Customers were outraged. Hundreds of thousands of people canceled their subscription, and Wall Street responded by punishing the [...]