Social Media Hour #45

It's an old time saying that rule #1 in business is that the customer is always right, and rule #2 is to refer to rule #1. In the new world order of social platforms and technologies that enable anyone and everyone to voice their opinion - for better or worse - businesses now face an entirely new set of rules when it comes to dealing with customer service. Yes, the customer may be right, but they may also be wrong and their experience of how a company deals with them to address the situation can either fix it entirely or spin out of control and torpedo a brand's identity. In this week's show, we'll explore how companies are taking advantage of social media tools and platforms to put a human face on their business, connect with consumers and not only strengthen brand awareness but also to secure that always-desired and often-elusive brand loyalty. Specific guests pending but anticipate hearing from Southwest Airlines, Zazzle and Kodak.