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 social media is providing dissatisfied...
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 technologies and competition in the...
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 used Facebook, Twitter and YouTube...
Strong organizational cultures help companies operate efficiently and effectively because individual behaviors and interactions are aligned with organizational values. On the other hand, in firms with weak cultures and little alignment between organizational values and...
Halloween attack - An oil-stained BP uniform is the Halloween outfit for 2010 Just when BP thought it had stanched the flow of oil and bad PR than this little item washed up like a...
Social media changes customer service landscape 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...
Dilbert’s corporate world - the role of social media Dilbert is known for its satirical office humor about a white-collar, micromanaged office featuring the engineer Dilbert as the title character. He portrays corporate culture as...
Interact with customers No matter how you interact with customers, take the feedback as constructive criticism that can help you determine your company’s future. A brand that had the ability to embrace criticism as well...
Air Canada acted quickly to repair a wheelchair 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...
Think with a little less head and a little more heart It's a fundamental rule of crisis management: Think with a little less head and a little more heart. That's a concept BP's CEO Tony...
Internet access provides consumers with endless amounts of information at their fingertips - it's all a search and a click away. And since this information has become available, we have become much smarter consumers. We...
Using social media sites to draw customers A new wave of street vendors aren’t content to stand still and hope customers find them. Equipped with mobile kitchens and mobile broadband, they roam the urban landscape,...
