Recently, I was the benefactor of a handsome NFLShop.com gift card, courtesy of a promotional credit card offer. So while this post may seem a nit-picky, I am using it to illustrate how a powerful brand has decided to go against established e-commerce practices. Is it paying off? We’ll have to wait and see. In…
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What if I told you that having a strong brand as a public utility would probably go pretty far?
Is it possible for a big business to do social media “well”? The key to this is to understand how businesses perform in the area of customer service, since I believe social media and customer service go hand-in-hand for businesses.
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?
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.
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 somewhat ignored by many companies?
Facebook 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.