Partnering with the Society for New Communications Research (SNCR), we have launched a consumer study “Exploring the Link Between Customer Care & Brand Reputation in the Age of Social Media,”    The study is being led by a team of SNCR Research Fellows working in conjunction with TWI Surveys, Inc. The Fellows will investigate how ...

At today's ''customer service is the new marketing conference'' http://csitnm.com/ at the beautiful Golden Gate club in San Francisco, Tony Hsieh, CEO, Zappos http://www.zappos.com/welcome.zhtml was clear that the way to drive a business' success, was not about looking at the care operation as an expense item, but as an investment. At ...

  Billions are spent each year on advertising campaigns to drive trial of new products, draw consumers away from a competing brand and to reinforce perceptions of an existing brand. Specifically  - U.S. ad spending will rise 3% to $290.3 billion in 2007.  Emerging media – like online video, and social networking - as opposed to ...