Customer Relationship

Corporate change under pressure
Top 10+ social media disasters

Top 10+ social media disasters Many global marketing companies are “sitting on the sidelines” looking for opportunities to “commercialize” social media. But sometimes brands don’t do this the right way....

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1 in 5 customer complain to companies through social media

Consumers complain using social media 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...

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Twitter used for social media attack
Responding to a social media crisis before it is too late

FedEx delivery person throwing a video monitor There have been countless examples of businesses not understanding the power and speed that social media can turn something from minor irritation into...

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Caught in a time warp
3 key elements in issuing a company apology

How do you explain your company's misstep to the public So you messed up. Big. How do you explain your company's misstep to the public? Back in july 2011, Netflix...

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Wake up call – is your company the next target

Wake up call – is your company the next target We are living in interesting times indeed. Geo-political revolutions throughout the Arab world, social justice protests in Israel, the tsunami in...

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Video as a storytelling tool
How to surprise the customer

Surprise the customer How do you get your customers to talk about the experiences they’ve had with you? What motivates people to proactively tell stories about their customer experiences? What...

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Video as a storytelling tool
Social networks key to improved customer relations and product development

Akio Morita, co-founder of Sony, once said: We don't ask customers what they want - we tell them what they want. I'll take his word for it, since Mr. Morita...

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Is there anybody out there
Is there anybody out there – Customer service and social media

Are your customers asking the very same thing Roger Waters famously asked on the 1979 Pink Floyd classic The Wall: Is There Anybody Out There? In today’s competitive world, a...

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embrace criticism on social media
The ability to embrace criticism on social media

Even if your business chooses not to engage in the online conversation, people are talking about your products and services whether you like it or not. Surely it’s far better...

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Internal communication an important part of any change management process
Complaining customers as an opportunity to improve business

Companies love positive feedback - they post it on their website and use it as marketing fodder. But what about when feedback is, well, less than pleasant? What can you...

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Social media has shifted the balance of power
Capture complaints through social media

Capture complaints through social media It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That's why more and...

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YouTube as a key tool in crisis management
YouTube as a key tool in crisis management

More and more companies use YouTube to apologize More and more companies use social media and in particular Youtube to apologize to their customers and as a key tool in...

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