June 2015 round-up

All good things come to an end, and the sabbatical was no exception. As of July 1st, sabbatical consummatum est. As I entered the final month of my sabbatical, I told myself that I ought to not stop being on sabbatical before it was over. And, that was exactly what I did: June was a … Continue reading June 2015 round-up

How should organisations respond to brand related comments on social media?

I wrote a guest post for OxonDigital, outlining findings from my research project on customer service via social media. The full findings are published on the Journal of Marketing Management (Paywall).   OxonDigital is a network that brings together Digital Marketers based or working in Oxfordshire. It organises informal get togethers and encourages the sharing … Continue reading How should organisations respond to brand related comments on social media?

Emerging applications of social media in customer management

This week takes place the International Colloquium on Relationship Marketing (ICRM 2012), now in its 12th edition. Moira Clark, Paul Fennemore and I have a paper at this colloquium. It reports on our investigation of organisation’s emergent use of social media in customer management. We conducted 28 interviews with senior marketing executives in a broad range … Continue reading Emerging applications of social media in customer management