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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Apr
02
2010
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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Aug
04
2009
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.
Nov
04
2008
Think Like a Publisher, Not a Marketer
You have to stop thinking like a marketer, an advertiser and a communicator and start thinking like a publisher. Create information your consumers want, and they will share it, this is the idea behind creating the World Wide Rave content. “On the web, you are what you publish.” – Online Marketing Blog – The New Rules of Marketing & PR
Sound familiar? Customer-centric design is about creating a site that works for your readers/customers. Content is one of the most important aspects of a successful online presence. Branding is now influenced by everything that is said and done by your company online (and said about you).
There are many opportunities for good content online:
- Information about your products and services
- Customer service frequently asked questions
- Discussion boards
- A company blog for continued education of your customers
- Interaction with your customers
- Social media
- Commenting on other blogs and websites
- Podcasts
- Videos
- Photos
Keep in mind that content online doesn’t always mean formally written articles for your website. Content can be more informal with blogs and social media. Content is also interaction with customers on social networks and discussion boards.
What content do you provide for your customers?
(photo by mandj98 @ Flickr CC)
Technorati Tags: content, content strategy, pr, public relations, customer-centric, internet marketing, marketing
Aug
26
2008
To PR or not to PR
There has been quite a lot of press lately about whether or not you need a PR firm for your business. At the top of the current buzz is a blog post Jason Calcanis, CEO of Mahaolo, wrote: Jason Calcanis On How To Get PR For Your Startup: Fire Your PR Company. An excerpt:
My philosophy of PR is summed up in six words: be amazing, be everywhere, be real.
You don’t need a PR firm, you don’t need an in-house PR person and you don’t need to spend ANY money to get amazing PR. You don’t need to be connected, and you don’t need to be a “name brand.” Silicon Alley Insider – Jason Calcanis On How To Get PR For Your Startup: Fire Your PR Company
Obviously this post has caused a bit of a storm of PR and marketing folks looking for blood. But the fact is that most small businesses (tech startups or otherwise) don’t have the budget for an expensive PR firm. Jason has some great tips that businesses of any size can put to use – whether or not you use a PR firm. An overview of the ten tips:
- Be the brand
- Be everywhere
- Always pick up the check — always
- Be a human being
- How to bond with a journalist
- How a CEO should e-mail a journalist
- How a CEO should speak to a journalist
- Invite people to “swing by” your office
- Attach your brand to a movement
- Embrace small media outlets
Do you have your own tips for PR? Please share in the comments….
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