The psychology of change management Change management needs a SEE-FEEL-CHANGE approach The first error in change management is failing to emphasize the gravity of the situation. Failure to create a...
How to hold people accountable Everybody, somebody, anybody, and nobody Does this little story sound familiar? This is a story of four people named Everybody, Somebody, Anybody, and Nobody. There...
Social media isn’t as easy as it looks - Chrysler had to realize that. The official Twitter account of Chrysler brand vehicles dropped the F-bomb in an update from an...
More and more companies use YouTube to apologize More and more companies use social media and in particular Youtube to apologize to their customers and as a key tool in...
If you joined the rest of the world in cringing at the Domino’s Pizza social media PR disaster a couple of years back – Taco Bell seems to be pointing the...
Respond in the medium that the complaint originated “Does negative social media hurt business?”, "Did social media attack harm BP’s bottom line?" - Is any publicity, good publicity? It depends...
A growing scale internet users are tapping social media sites to seek support for what they see as unfair company practices Social media harnessed the support - and donations -...
There is no brand immune to a negative event ......... it happens, that’s life and most companies plan for this to happen by developing action plans and the like. But...
Social media is providing dissatisfied customers with a powerful weapon For banking’s high-flyers, the guttersnipes of social media may seem rather insignificant. Yet banks are learning the hard way that...
Creating a sense of urgency alerts the organization that change must occur - The first step of the change management process is to establish a sense of urgency Rapidly changing...
Use social media to spread a little happiness amongst customers During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They...
