Delta Airlines recently found themselves eerily ready to play out the “United Breaks Guitars” nightmare again when they required prodding to replace an expensive guitar damaged in flight. Airlines have a notorious reputation of dragging their feet when it comes to making right their wrongs. They would do well to take a page from the […]

We’re living in the digital equivalent of the Big Bang. Consumer technologies and behaviors – from in-store price checks on smart phones to social searching for products - are making digital the primary way customers interact with brands. Third-party gateways such as social media platforms, search or price comparison sites have separated brands from their […]

Social media is a powerful tool for businesses. It helps them connect, engage, and establish trust with current and prospective clients, increase brand awareness, website traffic and ultimately increase sales. But long gone are the days of calling an automated customer service hotline, only to listen to stale elevator music and stay on hold for […]

The social media world has turned into a venue where really upset people who used to never really have a voice now have a way to make your company suffer for making them upset. Customer service may have always been technically important, but today it is amplified by the power of “word of click“. Word […]

With the explosion of social media prompting a dramatic change in how people interact with each other and brands, customers are turning to social media for customer service, whether you want them to or not. With the birth of social media, brands have lost the power they once had over consumers. Today, customers hold the […]