Listen and learn: how to rise above a social customer crisis

With an increasing number of consumers – and particularly those under the age of 25 –  expecting customer service through social media channels, brands have a new and highly visible opportunity to turn negative sentiment into public and positive advocacy. Successful social customer service, however, treads a fine line; if the brand takes too long,…

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How social media is changing the landscape of social media

We love this recent infographic from the guys Our Social Times. With more than 57% of consumers searching online to solve customer service issues, it’s an area that just can’t be ignored.   If you would like to find out more about the way social media is reshaping the relationship between customers and brands, then immediate…

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