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...
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...
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...