Don’t Get Mad, Get Online; Social Media As Bully Pulpit
Social media has become not only a way to connect with friends and contacts, but a bully pulpit about customer service. Today’s Wall Street Journal features yet another story about large companies who act fast to avert PR disaster when someone complains publicly about their service or brand. And, why not? Who hasn’t used social media […]
Read MoreZappos And The Social Media Myth
It’s a common perception that Zappos, which was just acquired by Amazon.com, was able to build its brand, and even its business, on the strength of social media. After all, CEO Tony Hsieh is a Twitter celebrity with over a million followers. Zappos encourages its employees to Twitter, and more than 400 do. A model of […]
Read MoreCan United Fix Its Broken Reputation?
After musician Dave Carroll’s pricey guitar was damaged following a United Airlines trip to Nebraska back in 2008, the guitar wasn’t the only thing that that took a beating. Now, United is grappling with a battered reputation, and Carroll has become a poster child for frustrated consumers. If you somehow missed the story, here’s the […]
Read MoreCitizen Advertising, 2.0
My Twitter account was recently suspended. It was an accidental move apparently caused by an attempt to control spam, and it was rectified within 24 hours or so. But for a short time, I was one of hundreds of legitimate users left out in the cold, vainly posting messages asking assistance. As one fellow complainer posted to the […]
Read MorePR Means Having To Say You’re Sorry
The sad and sudden demise of pop superstar Michael Jackson may have knocked Governor Mark Sanford off the front pages for a weekend, but it didn’t let him off the hook. Governor Sanford’s may have been the most ill-conceived and badly delivered apology of the decade. And, that’s saying something. I was one of several PR […]
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