The Power of a Bad Review
Erik Saas just wrote a piece regarding a couple of surveys showing that consumers are highly likely to share a bad experience with their networks. This has long been reported as the case but perhaps...
View ArticleSocial Media Customer Service Case Study: Revell Models
Augie Ray shares an incredible case study about how Revell Model’s customer service failing to live up to expectations based upon a recent experience of a friend. The case study examines how the...
View ArticleWhy your business should use Twitter
If you think Twitter is silly, then you have fallen for the propaganda of Ashton Kutcher and Charlie Sheen and other celebrities who primarily starting using Twitter to let us know where they were...
View ArticleFacebook Introduces Consumer to Business Direct Messaging
Facebook rolled out a new feature to it’s Asian-based users whereby fans of a business page and initiate “private” communication threads with the page admins that do not appear in the “public” feeds. I...
View ArticleOops, You Screwed Up, Now What?
I’ve written a few bits about handling negative buzz and developing a crisis response plan when it comes to gaffs and complaints, but what about dealing with your mistakes? Act quickly to correct the...
View ArticleLegacy customer service challenges can impact success of a social media strategy
Erik Sass at MediaPost.com reported today that Wells Fargo is launching a social media command center and this got me thinking about big business, social media and customer service. Is it possible for...
View ArticleWhy public utility companies need to have media relations staff
It doesn’t matter if you are a public company, private company, non-profit or somewhere in-between; one thing is for certain – your customers are everything to your business. Now, one could say in the...
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