Consumers use social media to share customer care experiences

Tuesday, April 22nd, 2008 Posted in Consumer generated media, buying behaviour, customer service, marketing, word of mouth | 1 Comment »

A new research study by the Society of New Communications Research (disclosure - I am a senior fellow in the society and have been peripherally involved with the study), “Exploring ... Read more..

What is the link between customer care and brand reputation in the social media age?

Thursday, February 28th, 2008 Posted in SNCR | No Comments »

That is what we are trying to find out through a new research study at the Society for New Communications Research. The project is in partnership with TWI Surveys and ... Read more..