What do open innovation, crowd sourcing, electronic word of mouth, social media segmentation or home working have in common? People. The secret ingredient in social media is to engage with the person using it. I participated in a really interesting workshop at the Henley Centre of Customer Management, today. It looked at phenomena like open … Continue reading The secret ingredient in social media performance

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. It is important to provide information about the name user, to help others decide whether to follow them. Hence, in addition to naming interesting users on Twitter, I provide a bit of … Continue reading #followfriday Suggestions

A blog post triggered a reflection on the nature of human connections in Web 2.0. I asked myself: we are in touch, but are we connected? I have been reading a particular blog for quite some time. The author has a witty, direct, fast-paced writing style. I really enjoy reading the thoughts and adventures of … Continue reading Social Media is emotionally deficient

The customer was unhappy and decided to let you know. What now? It has been said that mistakes are unavoidable and, therefore, complaints are a natural part of service delivery. Indeed, even if firms did not make mistakes, complaints might arise. How? Because satisfaction is a function of customer’ expectations – so, if service falls … Continue reading Talking to the hand