The “Mom and Pop” businesses in our neighborhoods have always followed sound and pragmatic business practices, rooted in developing, maintaining and strengthening relationships with customers. The customers and the businesses valued those relationships because “Mom and Pop” offered convenience. They listened to their customers and used their suggestions to improve the business. They provided great [...]

It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That’s why more and more companies are turning to Twitter to help customers resolve issues in a timely manner. American Express is just one of the companies that uses the internet to head off [...]

More and more companies use social media and in particular Youtube to apologize to their customers and as a key tool in crisis management. During the Toyota recall disaster in 2009/10 commercial director Jon Williams explaining how sorry he was about all the drama they have been having over the recalls of their cars. The [...]

During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They used Facebook, Twitter and YouTube as a crisis communication channel. Now KLM released a video a few weeks back demonstrating how they used social media to spread a little happiness amongst some of their customers. [...]