"When a plane is grounded or there are delays, customers sometimes vent their fury on Twitter.

"The secret to a loyal customer base is no secret at all: Great customer service will bring them back every time.

Ric Dragon (photo, left) gives a report on his conversation with Christi McNeill, project lead of social business and listening at Southwest Airlines.

Stephanie Walden discusses customer relationship marketing (CRM) in a piece at Mashable.

"A Utah couple is suing an online merchant that fined them $3,500 for writing a negative review and sparked a financial nightmare for more than a year by reporting the alleged debt to credit rating companies.

Take a look at this summary of a Temkin Group report covering the topic.

Lynn Gaertner-Johnston (photo, left) gives us "a perfect way to show someone you care.

"Understanding your customers is an integral part of building a loyal customer base.

"Worrying is an illusory form of control.

More and more companies rely on the social web to influence customers before the sale and support them after; these statistics explain why social help is becoming so pervasive.

To ensure your thank you letter stands out from the competition after an interview, it's important to rethink how you approach writing it.

Most advice is terrible.

Ronnie Citron-Fink (photo, left) is "longing for a different tactile communicative experience – one that puts pen to paper.

Laura Labovich (photo, left), contributor to Careerealism.

Jen Bilik (photo, left) presents a very good case for walking away from screens for a time to just put pen to paper.

"Every day, we make decisions that have good or bad consequences for our future selves.

"Social media is about more than marketing and branding — it’s quickly becoming an essential part of customer outreach for brands.

As a business communication instructor, it's important to teach your students how to write specifically for social media and digital communication.

Follow LinkedIn’s etiquette guide for students and recent graduates to increase your response rate and to maintain positive networking connections.

Seth Godin says, "The best marketers, of course, use the needle and the vise at the same time.

Politicians are strange creatures, says politician Omar Ahmad.

About This Talk In this deceptively simple 3-minute talk, Dr.

Learn the proper way to write instructions.

Get a fascinating, behind-the-scenes look at a new business, Artisan Flavors Ice Cream, and how its owner is exclusively using social media and electronic communication for promotion, including videos (YouTube), podcasts (iTunes), press releases (PRNewswire), maps (Google), photos (Flickr), conversations (Twitter, Facebook), blogs (WordPress), and reviews (Yelp).

Jeff Hayzlett, Chief Marketing Officer & Vice President - Eastman Kodak Company, discusses how Kodak leverages social media.