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,…

Read More

The ideal social media consultant. It’s Psych 101

An experimental scientist? A mathematician, an historian, an IT geek, a money making  economist or socially savvy psychologist? Last week we conducted a Twtpoll to discover who you would rather employ as a social media consultant for your business. The results were eye opening. To our great surprise the mathematician received no votes.  One thing…

Read More

Stuart Baggs – your brand is out of control

I’m not claiming to have come up with the notion that your customers write your brand and your employees write your company culture, but it’s one I keep coming back to. If the brand is a promise – setting the expectation of an experience – then to be fulfilled, someone needs to experience it. It…

Read More