Customer Relationship

Companies need to build relationships
Many companies have lost focus on their customers

Consumers are changing - but many companies have not realized that. The consumer decision making process has permanently shifted – widespread access to the internet has made it easy and...

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Dodgy reviews are on the rise

The currency of social communications is being threatened by the rise of dodgy reviews The Beatles once sang, "All you need is love" and thanks to the rise of social...

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The Trusted Company – Trust as an integrated part of business strategy
The Trusted Company – Trust as an integrated part of business strategy

The new commodity is trust – but a commodity that can't be bought or sold. Trust as an integrated part of business strategy - "The Trusted Company".

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Megaphone - Impact of social media on consumer behavior
Impact of social media on consumer behavior

The advent of social media has opened a new avenue of marketing for corporations. The traditional "word-of-mouth" publicity has been replaced by the "word-of-web", as consumers are increasingly referring to...

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The buying decision journey has changed
The buying decision journey has changed

The buying decision journey has changed By combining Web 2.0 interactivity with social media, social networks, mobile devices, local search and review sites consumers have finally taken control of the...

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Customer revolt
Customers have the power to make changes – Customer revolt

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...

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Social media as a vehicle for protest mobilization

A storm of social media protest Deutsche Telekom plans to limit broadband speed after a monthly data volume limit has triggered a storm of social media protest on Twitter, Facebook,...

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The most important strategy
Ensure that employees act in the companys best interest

In less than two decades the accelerated digitizing of our society has changed the way in which millions of people interact among themselves, the way in which they search for information...

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Fix the gaps in traditional service channels
Fix the gaps in traditional service channels

Brands are expected to address issues as they arise online Social media is a powerful tool for businesses. It helps them connect, engage, and establish trust with current and prospective...

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Forget marketing without the entire customer experience

Marketing needs to be concerned with the entire customer experience Customer service may have always been technically important, but today it is amplified by the power of “word of click“....

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Social media is changing the way customers complain
Customer service via social media will increase

Social media is transforming customer service With the explosion of social media prompting a dramatic change in how people interact with each other and brands, customers are turning to social...

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social media impact on business
Customer reviews can kill your company

In today’s highly technological world where information is at consumers fingertips via the internet, online reputation is a very important factor that can and will help a business grow or...

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