Recently in the UK one of the big mobile operators, O2 suffered a damaging communications failure which brought disruption to many of its 23 million customers. Being media savvy many took to damaging twitter messaging to express their dissatisfaction, especially as the O2 website slipped out service for a while due to high demand. What was interesting was 02’s response to the barrage of criticism – they opted to respond to these social media messages by taking a quirky self-deprecating manner and responding using a personal tone. Did it work? Continue reading
Robert is based in the UK and enjoys being involved in marketing and business development, with experience ranging from the IT services industry to social housing, and currently in B2B with a market leader. His interest and enthusiasm for small business arose after two years of digital marketing experience with a not-profit organisation in the UK, helping people start up in business, as well as providing mentoring and online business support advice. This period also made him enthusiastic to personally contribute in this area, and become involved in business forums.