The best way of growing and embedding social media is to fit it in to your existing processes and customer touchpoints. Rather than social media begin something that is separate to the other ways you engage and interact with customers, it should complement and add to it. Abercrombie & Fitch get it right. When you [...]

Before the Web 2.0 took off the danish pharmaceutical company Lundbeck via the foundation Lundbeck Institute developed two online communities for their end customers, which are patients, relatives and physicians. Being a pharmaceutical company Lundbeck operates in one of the most regulated industries. There are strict limitations to Lundbeck’s communication. Many pharmaceutical companies with Facebook [...]

The vast majority of consumers prefer to carry out business communications via social media, according to a new survey by research firm Yankee Group for Siemens Enterprise Communications – Yankee Siemens Social Media 2010 (.pdf). Consumers want companies to be more engaged with social media, particularly in the realms of customer support and service. Companies [...]

Maybee 140 characters should not be used to comment on controversial or sensitive issues, especially those dealing with the Middle East. CNN’s senior editor of Middle Eastern affairs, Octavia Nasr, was shown the door after sending a tweet that expressed respect for the Shiite cleric Grand Ayatollah Mohammed Hussein Fadlallah. Despite a lengthy explanation of her [...]