Heard the latest example of a company receiving negative public relations via the web and social media? Alaska Airlines apparently gave a paying customer’s ticket away to someone on standby because that customer had to run to the bathroom to change her baby’s diaper. That customer service error led fully fledged public relations debacle: Alaska Airlines Hates Families After reaching a dead-end with the company, the couple turned to the Internet to air their complaints (which seem reasonable). All this negative PR could have been easily stopped before it happened, without any fancy technology or marketing — provide good customer service.
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What Would You Put Up with for Free Airfare?
If you had the opportunity to fly first class for free from the UK to NYC, what would you be willing to put up with in return? Would it bother you if the airplane was absolutely covered in ads both inside and out? If the ads were piped in over the sound system? If ads were constantly playing on the video screens? If every thing that could have an advertiser did, would that bother you? Would it be worth the free flight?
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A Missed Opportunity to Connect with an Enthusiastic Customer = PRFAIL
Last night I was a bar/brewery for a pr/social media meetup. I love this bar. It has free wireless, good food, great beer and no smoking. It’s a bit of a haul from where I live, but I still make it a point to meet people there, tell people about it, and give them as much business as I can. I am an enthusiastic customer.
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