Vocal few or silent majority?
Sorry to continue the topic of customer service but lets face it who hasn’t had a bad experience and felt the need to shout about it. Just recently Ticketmaster messed up what was meant to be a special present for a close friend. They rectified the situation after I sent a harshly worded email, foll...
Continue reading...Beware what you tweet
Last week, the journalists and PRs on Twitter were abuzz after games publisher Take2 parted company with public relations firm The Redner Group following an ill-thought tweet from its founder: http://bbc.in/mF6jEj.
As someone who has worked in PR for over 11 years (yes that long!) it did get me...
Continue reading...How NOT to do media interviews
BlackBerry’s chief exec, Mike Lazaridis who stormed out of a BBC interview following ‘inappropriate’ questioning recently fuelled major debate amongst the journalist, blogger and PR community. Twitter was inundated with peoples’ views on this high-profile media mishap, with blogs quickly emerging so...
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Social media CRM is only as good as the service it is supporting
Following on Kewal's post regarding the lack of joined up customer service he received from Sky recently, I thought I should share the more positive customer service experience I received from Royal Mail.
Understandably, I was less than impressed when I had a missed delivery one Saturday despit...
Continue reading...If you are to engage, engage meaningfully
I recently had the joy of dealing with BSKYB over a fault with my phone line. Let's just say their customer services folk haven't covered themselves in glory. I mean you'd think if someone booked an appointment with BT they'd bother to actually tell BT they've booked it....in fact how can you book a...
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