We are all familiar with the statement ‘buyer beware’, now, it’s becoming more about ‘brand beware’.  If you even casually pay attention to social media, you are likely to notice it on a regular basis, a company messes up, and the hounds come for it. Items such as a wrong or offensive tweet, a Facebook video showing misconduct, or a news story with less-than-positive coverage … Continue reading The evolution of customer service engagement, and its implications for your business