Monthly Archives: July 2011

Why do companies provide customer service on Twitter, but not on Facebook?

Regardless of industry, there seems to be a disparity in how companies respond to customer complaints online. Some do a great job of addressing customer issues on Twitter, but some of these same companies seem unwilling to respond to complaints … Continue reading

Posted in Advocates, Airlines, Customer Service, Facebook, Reputation Management, Travel, Twitter | Tagged , , , , , , , | Leave a comment

How to empower employees to interact directly with customers via social media

While traditional marketing and advertising lets you maintain control over your message, social media lets you bypass gatekeepers and interact directly with customers to collect immediate feedback and facilitate real-time interactions. This ability to bypass the “middle man” allows communicators … Continue reading

Posted in Customer Service, Facebook, Retail, Social Media | Tagged , , | Leave a comment

Show, don’t tell–the “next” concept in social media

The newly opened Next Restaurant in Chicago, co-created by Grant Achatz & Nick Kokonas, is not just about the food (though it very much is), it’s also about the experience. According to their website, here’s how they describe the concept: … Continue reading

Posted in Dining, Food, Social Media, YouTube | Tagged , , , | Leave a comment