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The only thing that spreads faster than good news on the web is bad news – as management at Nivea towers have discovered.
Nivea is just the latest in an increasingly long line of companies that have seen their reputations come under fire from empowered consumers using social media tools to give vent to their feelings.
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Customer service should be easy, shouldn’t it? It’s just common sense, right?
But there are many different interpretations of what constitutes common sense – my common sense might not be yours and vice versa.
Your brand is not in your hands anymore – it’s an unpalatable truth for many businesses, but it is the new reality of the information age.
One of the questions that businesses frequently ask when starting on their social media journey is how to make it a day-to-day part of what they do. The answer is to think strategically.
There’s little doubt that social media is revolutionising our world… but what exactly is it?
