social media customer service

By now, we’re all too familiar with the controversy surrounding United Airlines after a passenger on an overbooked flight was literally dragged off the plane. Of course, like all noteworthy events in the modern world, the incident went...read more

With over 52,000 employees and operating more than 3,900 departures a day during peak travel season, Southwest Airlines is regarded as one of the best domestic airlines in the United States. Well known for its...read more

Social engagement is quickly becoming a critical component of any social media program.  Because as far as use cases go, it is becoming one of the most critical elements in bridging the gap between the...read more

They may not be talked about much, but forums are a driving force in true social media success. Social Media Explorer has experienced the prevalence of forums first hand. When we begin working with a...read more

Eric Brown bemoans the sad fact that most smaller businesses just assume customer service will take care of itself.