Customer Relationship

Apologizing has become one of the standard practices of crisis communication and reputation management. The problem is, they are all starting to sound alike. Johnson & Johnson, already under fi[...]

This is what a social media fail looks like: 900+ comments and no response from VW. [caption id="attachment_26175" align="aligncenter" width="597"] Is this what social media fail looks like - VW UK[...]

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 brand[...]

Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if dissatisfied with the business, impact the business a[...]