Poor Customer Service Can Lead to PR Headaches

A wave of relief washed over me after I called the customer service line of Dow Jones. After three months of paying for a subscription, I had only received two issues of the weekly publication to which I had subscribed. The customer service agent at Dow Jones was courteous, changing the delivery method and extending my subscription for three months, free of charge. This kind of excellent customer service is rare, which is surprising considering that customer service experiences are directly related to how the public views a company. Poor customer service can quickly snowball into a public relations nightmare, as evidenced by the snafus of two large corporations. (Read more…)

A $700 Billion PR Blunder

It was politics at its worst and representative democracy at its best.

On Monday, the United States Congress voted down a plan engineered to bail out financial institutions. Investors responded by selling stocks at a record pace and the Dow Jones Industrial Average posted its largest single-day point decline in history. Many Congressmen and Congresswomen who voted against the bill cited opposition from their constituents. (Read more…)

Get It Right the First Time

You only get one chance to make a first impression, and two companies recently provided ample evidence of why, when communicating with the public, it’s important to make the right first impression. (Read more…)

Welcome to the PR War

I admit it, I’m glued to the television. (Read more…)