July 17, 2009
Posted by Kelly Rusk
Social media: do you want to be proactive or reactive?
I bet any company who’s fallen into the latter wishes they *had* been proactive… I’m getting at companies that learn hard lessons from social media: take United Airlines–learning right now. In every one of these cases, (some other notable ones are Dell and Comcast) the company was infamous for bad service, but consumers were helpless. [...]
