No point re-writing what it says in the FT so here's their opening paragraph: Read More

A recent article posted on the Econsultancy blog projects 2012 as the year that social customer service comes of age. They see a number of developments: Read More

Search giant Google has finally launched Google Plus Business Pages. So Google is now officially in the social space for businesses. How many of you out there are planning to engage with your customers and prospects on this new business platform. Not a huge number is my guess. Read More

I posted a comment a couple of days ago about an article in the London Evening Standard which suggested that brands should use Twitter just for “listening” to what consumers had to say about them. I found that rather odd advice as the real benefit comes from engagement. I’ve now come across some research which backs up my thinking. Read More

I was sitting on the tube last night reading the Evening Standard and came across an article entitled "As brands get social, they must listen more than talk". No knew insight there I guess. For me what's interesting is that this is a regular article in the Business section of the paper. There is no doubt that how brands interact in social media is a mainstream marketing issue. Even a year ago that may not have been the case. Read More