We are back from taking a break with our posts and look forward to connecting with you again weekly – as we have done over the last few years. It is always interesting to hear how many companies are still fearful – of leveraging social media and use negative responses from customers as a reason to not dive in. As you have seen via many large companies Nestle, Motrin, Boeing to name a few – avoiding those customers who are complaining and or unhappy – can create issues that may become far bigger than they ever began. If you think of how you personally feel – when you are unhappy about something, speak up to that business immediately and they then find a way to fix the situation – you usually walk away not only satisfied – but far more passionate about that business or brand then you were prior to that particular situation. Read the rest of this entry »

I am not sure how many of you are familiar with the Nestle social media backlash – in fact I may have touched on this debate some months back. In any event to fill in those that are unfamiliar – Greenpeace was very upset with Nestle claiming their practices contributed to rainforest deforestation. They then used Youtube to post a very graphic video to shock viewers. It came across my path more than 8 weeks ago and I am sure for many of our readers it crossed your path as well. Read the rest of this entry »