News: Capitalising on Social Media

March 7, 2012 | Customer Experience Magazine

Article Excerpt:

There is an old adage in business – “Do a good job, and a consumer tells three friends. Do something wrong, they tell ten.” Word-of-mouth is now even more important thanks to social media. Consumers now have the means to tell everyone in their social circle about their experience in one communication. While many businesses have shied away from social media because of the negative backlash it can ignite, savvy brands are capitalising on the technology to build emotional connections with customers. read more »

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