Cameras are everywhere thanks to cheap electronics and smartphones. When a Comcast technician fell asleep on a customer’s couch waiting on hold for over an hour with his own company’s phone support, the disgruntled customer took a long video of this uninvited, overnight guest. The customers ensuing video, complete with soundtrack (“I Need Some Sleep,” [...]

We are living in interesting times indeed. Geo-political revolutions throughout the Arab world, social justice protests in Israel, the tsunami in Japan that disrupted many global supply chains, financial crises and economic uncertainty, And we live in a business world accelerating at a dizzying speed and teeming with ruthless competition. But that is not the only [...]

Social media, from the perspective of a business, is great. The ability to communicate directly with an audience and create a more personal relationship with them can be invaluable to a brand and a business. User generated content, for example, is seeing a huge growth in popularity, and is another way businesses are connecting more [...]

Are your customers asking the very same thing Roger Waters famously asked on the 1979 Pink Floyd classic The Wall: “Is There Anybody Out There?” In today’s competitive world, a company’s reputation for satisfying clients is one of the key factors in whether or not someone will buy from them. From the perspective of a [...]