Once again I am reminded how utterly crucial customer service is to the general perception of a business. Why is it that companies work so hard to get consumer money, only to ignore them once said money is in hand? Do your customers really not matter to you after that initial sale? If so, you really need to rethink your strategy.

It is getting easier for customers to tell others about great — or terrible — customer service. Social media has furthered the reach of so many people. A few years ago, I could have told twenty or thirty people about …read more

Recently Nestle decided to try using tweets in their Juicy Juice ads. What’s interesting about these new ads is that readers can interact directly with the ad. They can tweet an answer to the featured question or respond to a previous comment. All from the ad (if you’re logged in to Twitter). And the tweets can be featured anywhere the ad shows.
It’s a whole new level of interactivity.

Of course, my immediate concern was live tweets. It would be quite easy for someone to graffiti the ad by making inappropriate or belligerent comments. “For juice?” you say. Yes, it’s amazing what …read more