Companies and individuals alike should be monitoring what is being said about them on the internet and social media. One of the tools that is available for personal use and that can be adapted for small business use is from Google and it is called ‘Me on the Web’. Google provides guidance on how to manage your identity including how to remove personal data from the web and how to remove a page from Google’s search results.

Case Study: Amex loses a customer

Monday, July 18th, 2011

Jeff Jarvis, author of What Would Google Do, one of my favorite books and Dell Hell, has posted a story called An Amex Member no more about his recent experience with his American Express credit card and why he is no longer is a member. This is a classic case of misalignment between management and the service organization. This is a classic case of an organization that forgot what made it great and why customers were attracted to it.

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