The Lost Art of Customer Service in Public Relations

Last weekend, I traveled to the Waldorf Astoria Orlando for the wedding of one of my closest childhood friends. I had booked round-trip transportation to and from the airport and, when my return shuttle never arrived, I immediately assumed I’d be on my own. After briefly explaining my situation to the hotel concierge, she stepped out from behind the desk, whispered something to a bellhop and – in a matter of minutes – something amazing Customer Servicehappened.

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Community Managers: If You Have Nothing Nice to Say, Don’t Say Anything At All

Another senseless tragedy.  Another brand lacking compassion.  

More people use Twitter today than ever before, making it the place to share breaking news. Twitter’s reach is especially evident during times of crisis, when many of its 200 million users flood the network with much-needed information, real-time updates, positive thoughts and prayers. 

But without fail, it seems every major tragedy in the last year has been followed by an insensitive tweet from a brand trying to use the event to their gain.  And also without fail, this strategy backfires – each and every time – in the form of a social media crisis followed by negative press, a tarnished image and lost customers, not to mention even more upset for the families and friends of the victims.  

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