“Don’t be surprised if a comment left on Twitter gets a faster response than a call to customer service. Companies are increasingly monitoring social media sites like Twitter, Facebook and blogs for negative customer comments and then responding directly, even publicly, to those comments within minutes.” (BrandWeek)
Great article for those who just heard [...]

Today at the opening day of the Nuance Conversations 2008 event, there was much talk about the economy, the empowered consumer and mobility. Agent productivity, improved speech recognition, outbound messaging and caller authentication were mentioned by Steve Chambers (President of Nuance Mobility Division) in his address to customers as a means to drive both [...]

In preparation for the Nuance customer event Conversations ‘08 https://www.conversations2008.com/controller.php?action=Default_Display - I’ve been talking to a lot of people interested in the impact of social media on brand and business.  Ben Popken, editor of The Consumerist www.consumerist.com will be joining us in a session at Conversations entitled “are they talking about you.” I was introduced to Ben through Paul Gillinwww.gillin.com who will moderate the [...]

Partnering with the Society for New Communications Research (SNCR), we have launched a consumer study “Exploring the Link Between Customer Care & Brand Reputation in the Age of Social Media,” 
The study is being led by a team of SNCR Research Fellows working in conjunction with TWI Surveys, Inc. The Fellows will investigate how brand reputation [...]

Businessweek has an excellently written article about consumer vigilantes that lends validation to our warnings about the Care 2.0 world — it’s worth a quick read, if for no other reason then to laugh at the opening anecdotes.  The upshot is that more and more consumers are taking to Teh Intertubes to complain about incidents [...]

I came across a great example of poor customer service that I just had to share here: an experience flying to the Grand Caymans with the low-budget Spirit Airlines.  It has it all: poor service from poor policies.  Clueless employees.  A terrible phone service (not even automated… no one available to take the call, and one [...]

Check out this site www.my3cents.com.
This site is all about the “consumers’s voice being heard.”  And you can slice and dice it any way you want.  You can search for  ”most talked about” company by category (including phone/cable, consumer stores, travel, financial, computers…etc.)  You can get consumers’ reviews on a company.  Or you can search by “product” and [...]