Customer Service

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 businesse[...]

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[...]

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[...]

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 [...]