When your Customers Become an Issue

All my life I aspired to own a particular car brand. Where I grew up, there weren’t many around (it...

Do Damaged Brands Have More Opportunities In Social Media?

Do Damaged Brands Have More Opportunities In Social Media?

Do problems with your brand mean more opportunities in social media? I spend a lot of time thinking about how...

Does Your Organization Have Multiple Personalities?

Does Your Organization Have Multiple Personalities?

Whether you like it or not, your customer service is now part of your company’s public relations. In reality it...

What Does The Agency Of The Future Look Like To You?

What Does The Agency Of The Future Look Like To You?

Sapient, a business consulting and interactive services firm, recently released the results of a US-wide survey that asked corporate Chief...