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September 13, 2011
Three Companies Using Twitter for Customer Service Outreach (And What You Can Learn From Them)

Have you ever encountered a problem with a product or service and complained about it on your Twitter account? How fast did the company respond, if at all? (Read more…)
March 23, 2011
Is Customer Service Now Part of PR?

Now that things like social media are part of a PR pro’s daily life, it may seem that the job is becoming almost a customer service career. Updating Facebook to calm nerves, responding on Twitter to put out fires. Is PR really heading toward turning us into glorified customer service reps, or is it still, basically, the same kind of business we’re used to? (Read more…)
April 10, 2009
Perfecting Your PR Pitch

We see experts quoted in newspapers and magazines every day; journalists rely on third-party sources to offer unbiased opinions or to help sort through facts. The most inexperienced journalist can follow a formula and write a story about, say, computer viruses. However, without an expert to validate the subject, the story will ring hollow. Public relations consultants can help position clients as experts through an “expert pitch.” All it takes is a simple email. (Read more…)
March 30, 2001
Turning the Tables on Bad PR

A few weeks ago, I pointed out how customer service problems at Comcast had resulted in the company being on the receiving end of some very negative press attention. To my surprise, the cable giant was actually able to defuse some bad press this week. (Read more…)

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