Customer Service

Too many companies still think of social media as a marketing communication tool Too many companies still think of social media as a marketing communication tool and ignore the fact that it is now th[...]

A little comment can create a firestorm of unhappy customers Like many companies, Nikon has an official presence on Facebook through which they try to engage their customers. Only problem is, that th[...]

Social media have created a participation culture. We no longer merely watch and consume culture. We create, share and interact with it. Social media has forced openness and transparency in businesse[...]

Creative crisis communication Apologizing has become one of the standard practices of crisis communication and reputation management. The problem is, they are all starting to sound alike. Johnson [...]