Last month, I read a great article on negative word-of-mouth on eMarketer. According to Jeffrey Grau, eMarketer senior analyst, “Social media amplifies the voice of disgruntled customers and makes it easy for others to jump on the bandwagon if they can relate to the pain. The potential for negative to buzz to escalate into mass criticism puts pressure on companies to react quickly.” But exactly how should you react? Read more…

This article was originally written by the eMarketer group.

In the few short years that social media has been a marketing vehicle, it has already had an enormous effect on the way companies do business. In the coming years there will be even more changes, as social media marketing extends from the marketing department to nearly every aspect of a company’s business. Read more…