As social media grows more and more users are learning how it can be used to group together over a single cause and use “pester power” to fight against companies. For nearly two centuries, Earl Grey has been the tea of genteel contentment. But as Twinings changed the flavour of the popular hot drink, its […]

Lately business pages have been filled with episodes of consumer outrage over price increases: Sony came under fire for raising prices on Houston’s music in the UK Verizon Wireless canceled a planned $2 “convenience fee” for online and phone bill payments after a backlash from consumers A consumer backlash led to Bank of America Corp. […]

In recent years, Michael Jackson and Amy Winehouse’s deaths sparked an immediate and drastic uptick in their record sales. Now Whitney Houston’s passing has had a similar effect on her music. Sony came under fire for raising prices on Houston’s music in the UK. Just hours after Whitney Houston’s death the price of the album “The […]

Social media have created a participation culture. We no longer merely watch and consume culture. We create, share and interact with it. 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: […]

Social media has played an important role both in the recent wave of mobilisations in the Arab world and in protests across Western countries, such as the Occupy movement across cities worldwide But social media have also changed the voice of the customer - not it can influence the actions of even the biggest companies. […]