Customer Relationship

Dislike Keyboard
Wake up call – change or fade away

Changes in the way customers wish to be served - change or fade away Businesses to consumer industries are facing tremendous changes in the way customers wish to be served....

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Social media is changing the way customers complain
Social media is changing the way customers complain

The new battleground for customer to air their grievances about companies Is social media the new battleground on which individuals air their grievances about companies? A survey conducted by communications...

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Social media unlike keyboard
Customer complaints on social media ignored

Too many companies still think of social media as a marketing communication tool Too many companies still think of social media as a marketing communication tool and ignore the fact...

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Value creation
Some companies get social media right

There is no doubt there are plenty of companies that don’t get social media right. But as an example of a company/brand that most assuredly “gets it” when it comes...

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Customers create most new product and service ideas

Is harvesting new products and services ideas from customers going to be the norm in the future A study from The Economist Intelligence Unit shows that many senior executives expect customers...

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Harvesting new business ideas from customers

Akio Morita, co-founder of Sony, once said: We don't ask consumers what they want. They don't know. Instead we apply our brain power to what they need, and will want,...

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Top 100+ management resources
New business ideas can come from anywhere

Business ideas can come from anywhere As the modern business environment continues to evolve into a more complex and competitive landscape, it’s become increasingly important for companies to tap into...

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Customer revolt against Twinings
Think twice before changing products – Customer revolt against Twinings

Customer revolt against Twinings 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"...

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Disruptive technologies that will transform business
Think twice before increasing prices – Don’t risk a social media attack

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...

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Social media is changing the way customers complain
Don’t tell customers they’re not needed

A little comment can create a firestorm of unhappy customers Like many companies, Nikon has an official presence on Facebook through which they try to engage their customers. Only problem...

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Change management require that people feel the problem
Before the rise of social media – now customer share their experience

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...

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Is creative crisis communication gaining ground

Creative crisis communication Apologizing has become one of the standard practices of crisis communication and reputation management. The problem is, they are all starting to sound alike. Johnson & Johnson,...

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