Archive for May, 2010

Customer experience lessons come from all sources

We just contributed to PR Week’s Insider Blog column. Here’s the second of 3 posts.     What can a 108-year-old Turkish…

So When’s the Last Time You Lost an Account? (Keeping Score)

We just contributed to PR Week’s Insider Blog column. Here’s the first of 3 posts.   How many clients do you lose each…

Pulling the Plug… or Don’t Raise My Prices

  I’m getting rid of my tie that binds. The one that pays Comcast $144 a month. For years, each time I opened…

Is ‘Share of Voice’ Ready for Prime Time? Not So Much

I’m just going to come out and say it. Share of voice (SOV) can tell you where your competitors are eating your…

So when do you shoot a teenager?

Ok, so another stupid teen decided it was time to grandstand. You can practically predict it: A Pennsylvania high school student must…

Bribing for Blogs

Creating a corporate blog… sounds like a great idea, right?  Along with social media outlets Facebook, Twitter, LinkedIn and YouTube, corporate blogging is one…

Aquapocalypse: Has Social Media Replaced Angry Letters?

From May 1st to May 3rd, Boston was in a tizzy. A pipe failure left us without fresh drinking water. So no drinking from…