Insight into the world of tech, marketing and PR.

April 20, 2018

Crisis Communication Starts with Customer $LUV

Southwest Airlines had a bad week. The fatal accident on flight #1380 left one dead and many others injured and scarred – every airline’s worst nightmare. […]
November 10, 2015

Avoiding customer service purgatory

This past month, I have been working with my mobile service provider to try and resolve a, what I thought would be, simple billing issue. Unfortunately, […]
March 30, 2015

Four PR Hacks You Need to Know

There’s no quick trick to rocket your company to fame, however there are some hacks that you should be doing to make it easier and quicker […]
December 13, 2012

Amazon’s Data: The $12 Firelog Mistake

The other day, Amazon – that arbiter of online customer experience – made a mistake. It shipped the wrong product. Twice. And didn’t know how to […]
January 10, 2012

Bring Back the Secret Shoppers

They say a host should spend a night in the guest room to see how it feels. Businesses ought to do the same thing. The other […]
September 17, 2009

Tweeting for Customer Service

I was stuck in the dentist office this morning, listening to my 65+ year old dentist rant about customer service – or the lack thereof. Once […]