For two public organisations who operate hand in hand on a daily basis year round, who many of us also still believe to be one and the same company (they operate as two separate government owned companies), the difference in using Facebook for customer service is night and day between the Post Office and Royal Read more

The Approach Is All Wrong Looking from the outside in there’s a company very close to home (they may even be in your home) who is just getting social media wrong. At least we think they are. The company you might be surprised to hear is Virgin Media. If you take a look at Virgin Media’s Facebook Read more

Have you found power in your voice using social media for customer service? It’s a growing trend that consumers are turning to social media for customer service. As more companies put social media at the heart of their business we are turning to these channels to voice our opinions on both good and bad experiences Read more