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I recently attended two very different social media events. The first, the ‘London think-tank summit: at the intersection of traditional and social media’ hosted by the European Parliament, discussed the role that social media can play in influencing public policy and driving awareness campaigns. The second, hosted jointly by Facebook and the London Chamber of Commerce and Industry looked at h...
Railways Get Political as Cameron and Clegg Look to Get Back on Track
Blog post Jul 16, 2012 10:14 BST
You might very well be forgiven for thinking that today's rail announcements were mainly about trains. But they're really about two other issues: (1) getting the coalition back on track and (2) the coalition's intended final destination, the 2015 general election. The media get the point (no doubt with some heavy briefing from No.10). For example, the Mirror's Kevin Maguire tweeted: "Spy on Lon...
Ultimately, we are not peaceful people. The media love writing about, and we love reading about, a good old confrontation. And we’ve had plenty this week. A messy celebrity divorce is one of the media’s favourite confrontations to cover. When news broke that Katie was leaving Tom, the media went into a frenzy. Five sidebars of the Daily Mail were dedicated to the story and thousands of media ...
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What’s Next… for customer service and social media?
“Sorry” can sometimes be the hardest word, yet it is very often what customers most need to hear. This was one of the conclusions from our panel of experts earlier this week discussing the impact that social media has had on customer expectations.

















![In-depth interviews with pioneering brands including BT, O2, Pepsi, Barclaycard & HSBC #smcustomer [infographic]](http://distilleryimage6.s3.amazonaws.com/c27b59cca0ef11e1be6a12313820455d_5.jpg)
![68% of customers have used social media to find their voice #smcustomer [infographic]](http://distilleryimage3.s3.amazonaws.com/a41e933ca0ee11e1be6a12313820455d_5.jpg)

![% of people from different age groups who have dealt with a brand through social media #smcustomer [infographic]](http://distilleryimage0.s3.amazonaws.com/76a517b2a04111e1b9f1123138140926_5.jpg)