The voice of the customer has changed - it can influence the actions of even the biggest companies. When Bank of America announced that it would begin charging debit card users a $5 monthly fee, 22-year-old Molly Katchpole got mad and started an online petition. Her petition eventually gained more than 306.000 signatures and that started …

Social media has forced openness and transparency in businesses that was not possible before. The power has shifted to the customer who can, if dissatisfied with the business, impact the business and brand very publically. According to new research by Sage 22% of UK consumers would complain to a company using social media when they …

Businesses to consumer industries are facing tremendous changes in the way customers wish to be served. This puts a lot of pressure on management to understand that if the consumer’s or customer’s way of behavior changes, this means that the company’s customer service needs to change. This is an ongoing process and it will not …

How do you get your customers to talk about the experiences they’ve had with you? What motivates people to proactively tell stories about their customer experiences? What is it about an experience that makes it a story worth telling? What are the social and psychological benefits of telling these stories? Telling stories is one of …