Social media is providing dissatisfied customers with a powerful weapon For banking’s high-flyers, the guttersnipes of social media may seem…
Creating a sense of urgency alerts the organization that change must occur - The first step of the change management…
Use social media to spread a little happiness amongst customers During the unprecedented ash crisis in Europe KLM used social…
Strong organizational cultures help companies operate efficiently and effectively because individual behaviors and interactions are aligned with organizational values. On…
Halloween attack - An oil-stained BP uniform is the Halloween outfit for 2010 Just when BP thought it had stanched…
Social media changes customer service landscape Social media has forced openness and transparency in businesses that was not possible before.…
Dilbert’s corporate world - the role of social media Dilbert is known for its satirical office humor about a white-collar,…
Interact with customers No matter how you interact with customers, take the feedback as constructive criticism that can help you…
Air Canada acted quickly to repair a wheelchair A bad experience shared on the Internet can travel at a velocity…
Think with a little less head and a little more heart It's a fundamental rule of crisis management: Think with…
Internet access provides consumers with endless amounts of information at their fingertips - it's all a search and a click…
Using social media sites to draw customers A new wave of street vendors aren’t content to stand still and hope…