Marketing

For KLM, social business developed in response to an epic customer service crisis.

B. Bonin Bough oversees social media for Oreo, Ritz and Cadbury — big brands in the social world.

A survey by MIT SMR and Deloitte shows companies starting to derive real value from social business.

It's possible for a company to win a price war by leveraging a specific set of strategic capabilities.

Twitter is helping companies build new kinds of connections with consumers.

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Misguided attempts to improve satisfaction can damage a company's financial health.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Big data analysis can help geographically distributed companies monitor customer satisfaction.

State Street navigates the rough waters of using social media in international finance.