Today’s customers aren’t just simply customers, they’re influencers and social networkers. Across the Web at any hour, they’re sharing observations about your company’s products and services. Customers amplify their single voices when they blog, write online comments and reviews, and participate in communities such as Facebook and Twitter. In the age of micro-blogging it will …

Dissatisfied customers can send businesses to their knees on the internet with hate pages that reaches the top of search results on Google. A simple blog is everything it takes. Fashion Ministry (“Fashionministeriet”) succumbed after bloggers wrote about overcharges and poor business ethics. Now the online shop is closed: “Fashion Ministry is unfortunately closed now, …

The paradigm for customer service has changed little over the past half century. A disappointed customer picks up the phone and calls for support when needed. The biggest changes in customer service technology have been the use of email and online chat – which benefits consumers – and IVR menus – which annoy most consumers. …