#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

#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

If customer dissatisfaction is a fact of business life, how can you ensure disgruntled customers choose to tell you, rather than switching to a competitor and telling the world about their negative consumption experiences? In a recent post, I argued that organisations should not fear negative word of mouth. It provides insight into customer (dis)satisfaction, … Continue reading What stops customers complaining?

#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

You wish customers had only good things to say about your company, product or brand. Instead, they seem only too ready to share their negative experiences online. Can organisations benefit from this negative attention? In the social media workshops I participate in, one theme pops over again and again: what if customers say bad things … Continue reading 3 reasons you should embrace (negative) feedback

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

There is a new bookstore in my neighbourhood! Looking at the statistics of book sales in the UK, it seems that there could not be a worst time to set up business selling books. But this is a different kind of bookstore… At a time when bookstores, big and small, are struggling all over the … Continue reading The bookstore is dead; long live the bookstore

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