Month: December 2011

3 New Year’s Resolutions that should be on Every CEOs List for 2012

“After Outcry, Verizon Abandons $2 Fee” screams a headline from today’s online edition of the New York Times. And the article makes it very clear that Social Media played no small role in telecom giant’s hasty retreat from levying a new $2 fee on bill payments. This story is a harbinger of things to come

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Month: December 2011

2012: Year of Empowered and Assertive Digital Customer

As 2011 comes to an end and as we look forward to celebrating New Year 2012, one thing that strikes most looking back is the massive increase in ownership and usage of Smartphones and Tablet computers. Just consider following headlines in the last few days: “On Christmas day alone, a total of 6.8 million iOS

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Month: December 2011

FedEx learns Social CRM lesson, the hard way!

Here’s an excellent example of the importance of responding to a Social Media crisis before it is too late. On December 19th, 2011, a YouTube user (username “goobie55”) uploaded video of a FedEx delivery person throwing a video monitor into his/her yard. This YouTube video has created a Social Media storm of sorts and as

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Month: December 2011