In a world where consumer and peer reviews are available via social media, positive customer experiences become amplified and produce word-of-mouth referrals. On the flip side, negative customer experiences become amplified as well and can make big damage to even great companies. United repeatedly refused to listen and take corrective action after damaging the guitars [...]

The advertising agency Boone Oakley have used the features of Youtube.com to make it their homepage, yes the actual homepage of the company. It’s absolutely awesome and got over 600,000 views and had led to large amounts of lead generation for them. Shows what’s possible with creative thought.

Companies should use whichever channels their customers are choosing, rather than continuing to focus on their own websites and call centers. Some customers use socialmedia to complain: Others again want to be informed about new products and services, to get help, share price etc. So it can make sence to have more than one identity [...]

Firey laptop batteries, defective chips, poor customer service, no 3G S subsidy – these are just some real examples of issues that struck companies recently that might have been headed off at the pass by social media. When you have an issue these days – what’s the first place you go for more information? That’s [...]