Triple Play: Three Customer Service Truths Comcast Knows
1 year ago
Last week, Comcast announced it will cut down its service appointment windows to two hours or shorter by next year. Bravo—especially for the company that earned the dubious Worst Company in America designation from The Consumerist last year.
As for the why, some of it’s surely PR – America loves a turn-around story. But it’s also good business, and if Comcast is spending millions on it, that’s because it’ll make millions more.
Like most obvious lessons, it can be reduced to three hard-dollar truths:
- There’s no such thing as neutral. Every customer experience is good or bad – and the company More >
Twitter: It’s Not a Toy
1 year ago
Former Rep. Weiner, welcome to the club. Kenneth Cole has been saving you a seat, right next to Ron Artest.
Weiner is the latest public figure to torpedo his reputation – and several relationships – via Twitter, and you have to believe we’ll be hearing the words “account hacked,” “has since been deleted” or “meant to direct message” by next week.
We expect Twitter blunders from our public figures. The famous and powerful have been sabotaging themselves for centuries. Twitter just makes it easier.
But a PR firm?
That’s what happened when Redner Group’s Jim Redner tweeted himself in the More >
Analyst Relations: Seven Tips for Getting More for Your Money
1 year ago
Analyst programs are coming on strong these days – and rates are going up. A good program is worth its weight many times over, and the value begins in how you structure the agreement.
Here are seven tips to get value out of the relationship.
Getting engaged. Each industry has a power firm, and the field continues to consolidate under Gartner. If you’re new to this game, date around first. The power firm may be your best choice, but getting started with a smaller firm may yield better returns in the beginning – especially if the market is new, or you are.
The smallest independents – many of More >
Five Easy Ways to Improve All-Hands Meetings
1 year ago
How many employees look forward to the once-a-month mandatory meeting where the CEO matter-of-factly dishes out the latest updates and expectations?
I just sat in on a very different kind of staff meeting – the perfect mix of content and culture – and I left feeling like I was working with one of the greatest companies in the world.
Every employee interaction presents an opportunity to win or lose credibility, momentum, loyalty and much, much more. Here are 5 ways to make your staff meetings more effective:
- Get excited.It’s contagious when a CEO enters the room – sincerely jazzed about More >
Three Tips for Working with Bloggers – The Right Way
1 year ago
Originally featured on Bop Design’s ‘Bop Blog.’
A few years back TechCrunch published what I consider to be The Blueprint for approaching bloggers – and these tips still resonate. Brian Solis, the author of the post, is back in the news with his new book about social marketing, Engage. Here are three of his tried-and-true tips that ring most true for me:
- You’re not the only story in town!In the post Solis states: “You send me an unsolicited press release as a “story idea”, and I write a new spam filter / auto-delete rule.” We see this now more than ever. My recommendation: Pitch very More >
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