Customer complaints on social media ignored

Too many companies still think of social media as a marketing communication tool and ignore the fact that it is now the preferred method for many customers to make complaints A.T. Kearney’s Annual Social Media ...

Before the rise of social media – now customer share their experience

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 ...

Is creative crisis communication gaining ground

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 fire for a string of ...

1 in 5 customer complain to companies through social media

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 ...

Responding to a social media crisis before it is too late

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 ...

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