Social Media Engagement: Not Just For B2C Anymore

If 2011 was the year that business-to-consumer companies embraced social media for customer engagement, I hope that in 2012, business-to-business vendors will follow the B2C’s lead. Unfortunately, many B2B companies are at risk of being left behind, as social media is still not on their radar. At a recent meeting with several global manufacturers, we […]

Lees meer

The Dangers of Not Responding to Customer Complaints in Social Media

Though there are several opportunities for using social media as a customer service channel, but while customers are using social media to lodge complaints, the majority of them are not receiving an acknowledgement or response from the service or product provider they are complaining about/to. A few days ago, a piece of research conducted by Sage UK among 2,000 […]

Lees meer