Akio Morita, co-founder of Sony, once said: “We don’t ask customers what they want – we tell them what they want.” I’ll take his word for it, since Mr. Morita actual has developed very successful products. Much is being written about the impact that new communication technologies and channels – blogs, Facebook, Twitter, YouTube – [...]

Even if your business chooses not to engage in the online conversation, people are talking about your products and services whether you like it or not. Surely it’s far better to acknowledge the presence of these conversations rather than ignoring them to the potential detriment of your business, especially given that any business would be [...]

Customers have in many ways taken control away from brands – turning their passions, or voice consternation over what they see as unfair company practices, into web content that catches fire – and moves quickly to the top of social media and search results. But increasingly, we are seeing examples of brands who bury their [...]

Bank customers hitting back through social media