Social media have created a participation culture. We no longer merely watch and consume culture. We create, share and interact with it. 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: [...]

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 and brand very publically. According to new research by Sage 22% of UK consumers would  complain to a company using social media when they [...]

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 [...]

The focus of any organization, no matter how big or small, must be the customer. Unfortunately in today’s business climate there is a lot of lip service paid to focusing on the customer, but very little actually being done about it. Companies actually fool themselves into thinking they are driven by the customer. But the [...]