Standoff over Aussie broadband problem solved by police negotiators
Social Customer Care 5 years on - new report
Simple customer feedback idea seen at Heathrow Airport from Happy or Not
Customer service in the age of social media
Had EE been a social business they may have survived launch issues
How issues with a SIM card lead to an advocate program at EE (published November 2012)
The Olympic sized excuse to cover anything
Tweetaleak - probably the only type of leak you can tweet without risk of going to jail
Why call centres need to embrace twitter & IM for customer suppport
