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Good role-playing exercise here. What do you do when a customer video of bad customer services shows up at CNN? And how would your response be better than what the company did? Hint: The correct response involves both communications and customer service.
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Making the case for blogging; the benefits are too important to ignore. Here's a related thought: Listening to social media is a business requirement. Ignoring online activity is an unnecessary risk.
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Notes from a panel discussion with McDonald's CMO on the company's efforts in community engagement and social media.
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