MIKESTOPFORTH

There are good prank calls and there are bad prank calls. And then there’s GOLD. This via Alistair (@afairweather):

I mentioned in a recent post that people love to complain. We are far quicker to pick up on the mistakes of brands and incidences of bad service than we are to compliment and laud when brands exceed expectations. This is human nature. As a direct result my clients typically freak out when presented with [...]

There is much being said about how brands should engage with customers in social media. Words like “authenticity”, “transparency”, “immediacy”, “personability” and others are bandied about as we as consultants, together with our clients, figure out the rules of content and community online. This is a good thing. Brands tend to forget that platforms like [...]