Abstract

The number of blog posts about the lack of trust in companies has dramatically increased since the beginning of the economic crisis in 2007 . In response to this, companies are experimenting with direct contact with blogging customers. Hereby it is important that employees
Not simply forward complaints to a public relations or webcare department, but that they themselves suggest that they are in the shoes of the customer before they respond.

Publication Type:	Book Section
Additional Information:	Copyright © 2012 De auteurs
Publisher Keywords:	blogging customers, customer relation management, marketing
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Departments:	Cass Business School > Management
URI:	http://openaccess.city.ac.uk/id/eprint/16980

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