I see too many businesses abuse their fandom by only sharing information about products and services via social media. The problem is that promotional tweets and Facebook posts don’t typically generate useful conversations with fans and that’s definitely NOT Flawsome. Social media gives businesses an unprecedented opportunity to gain feedback from...

In one of my earlier articles ‘The secret to being forgiven’, I spoke about the power of appearing to open and transparent when things go wrong. It’s hard enough to give an honest explanation of what happened during a crisis and apologise for whatever part your organisation was responsible for,...