Customer Service

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 do with a handful - or more - o[...]

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 more companies are turning to Twitter to help cu[...]

More and more companies use social media and in particular Youtube to apologize to their customers and as a key tool in crisis management. During the Toyota recall disaster in 2009/10 commercial di[...]

During the unprecedented ash crisis in Europe KLM used social media quit actively to inform about an ongoing situation. They used Facebook, Twitter and YouTube as a crisis communication channel. No[...]