During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They used Facebook, Twitter and YouTube as a crisis communication channel. Now KLM released a video a few weeks back demonstrating how they used social media to spread a little happiness amongst some of their customers. …

It’s no secret that more customers around the world are using social media to stay in touch with friends and family. And many of those same customers are either voicing their opinions about brands they like (or dislike). Several years ago, social networks and related tools were used by early adopters who tended to be …

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. More and more companies has embraced social media to drive customer serviced to new levels and, in the process, validated …

A bad experience shared on the Internet can travel at a velocity that can reach millions of people over night. As people begin to identify with or share their own experiences – the impact on a company’s reputation and sales can be dramatic. No airline can afford to forget the viral impact of the YouTube …