Customer Satisfaction

Too many companies still think of social media as a marketing communication tool and ignore the fact that it is now the preferred method for many customers to make complaints A.T. Kearney’s Annua[...]

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 Gre[...]

Due to the rapidly proliferating social media technologies we are witnessing an increasing amount of direct democratic influence. The Arab Spring may be the most notable case. As social platforms like[...]

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 businesse[...]