Public Relations
Public relations, or “PR,” is a communication procedure that establishes and nurtures mutually beneficial relationships between organizations and their publics.
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The Devil is in the Details: User Experience Design’s Impact on Customer Retention
Continue Reading »When it comes to customer experience, the devil is in the details.
A Chief Marketing Officer can create a broad sweeping, exceptional branding program but can lose countless customers based on the smallest, tiniest interaction—even something as simple as an online password reset.
This concept became crystal clear on a personal level past Saturday when doing something as mundane as ordering more coffee. I have a Keurig and I order K-cups from them online. Unfortunately, this time I could not get into my account. I tried the password reset feature, but it wouldn’t work.
Needing to reset my password is not a reason for me to “leave” Keurig. How Keurig handled my password reset is why.
When I could not get in, I submitted a… -
Testing My Social Capital: Getting the ROI from my social media network
Continue Reading »How can I access the value of my social media network?
For years now, we’ve been told – and preached ourselves – on the virtues of social media and the value of a network connection. We must get friends, followers and connections to build our reach and expand the resources necessary to be successful. This, we’re told, will help us make new contacts, build our careers, and generate business for ourselves, and our companies.
But how many actually do what you’re supposed to do?
How many people are working towards reaching out to the people you already know to create more connections? How many people communicate with new followers once you get them to follow you? Do you actually participate within the network you’ve created… -
The Use of Social Media to Increase Social Capital
Continue Reading »Today, we have embraced – as a mission – the concepts of “Empowering People” and “Creating Communities.”
…In preparing for this evening, I’ve read quite a bit about both, especially about how we thought we were going to accomplish both. Together.
One of the ways I thought we could get an equal understanding of this would be by watching a short video about the statistics of the world we live in today. I think you’ll be quite surprised (which is something I have come to be known for ;-)
One of the more memorable pieces I read was written by Al Condelucci, Executive Director, UCP / CLASS, in one of his articles on Social Capital, or simply, “how to put a value on the worth
The Devil is in the Details: User Experience Design’s Impact on Customer Retention
When it comes to customer experience, the devil is in the details.
A Chief Marketing Officer can create a broad sweeping, exceptional branding program but can lose countless customers based on the smallest, tiniest interaction—even something as simple as an online password reset.
This concept became crystal clear on a personal level past Saturday when doing something as mundane as ordering more coffee. I have a Keurig and I order K-cups from them online. Unfortunately, this time I could not get into my account. I tried the password reset feature, but it wouldn’t work.
Needing to reset my password is not a reason for me to “leave” Keurig. How Keurig handled my password reset is why.
When I could not get in, I submitted a…
Testing My Social Capital: Getting the ROI from my social media network
How can I access the value of my social media network?
For years now, we’ve been told – and preached ourselves – on the virtues of social media and the value of a network connection. We must get friends, followers and connections to build our reach and expand the resources necessary to be successful. This, we’re told, will help us make new contacts, build our careers, and generate business for ourselves, and our companies.
But how many actually do what you’re supposed to do?
How many people are working towards reaching out to the people you already know to create more connections? How many people communicate with new followers once you get them to follow you? Do you actually participate within the network you’ve created…
The Use of Social Media to Increase Social Capital
Today, we have embraced – as a mission – the concepts of “Empowering People” and “Creating Communities.”
…In preparing for this evening, I’ve read quite a bit about both, especially about how we thought we were going to accomplish both. Together.
One of the ways I thought we could get an equal understanding of this would be by watching a short video about the statistics of the world we live in today. I think you’ll be quite surprised (which is something I have come to be known for ;-)
One of the more memorable pieces I read was written by Al Condelucci, Executive Director, UCP / CLASS, in one of his articles on Social Capital, or simply, “how to put a value on the worth
Case Study: Recruitment Advertising for Sony Electronics
“This work was the single biggest successful effort we ever did, until the Radio hit the following month.” – Director of PR, Sony
Situation: We worked with the Director of Public Relations of an Electronics Manufacturer in the business of building large-screen television sets sold throughout the world.
Critical Business Issue: Although a market leader, the company’s greatest challenge was not being able to meet sales projections because they were not able to respond to dramatic changes in staffing requirements.
Reasons…: The company had expanded their global manufacturing plant capability and needed thousands of additional staff to run the new lines to capacity. Not running the lines at capacity meant not meeting the production projections. At times they would be required to
Case Study: Branding a Volunteer Program for Global Metals Manufacturer
Situation: We worked with the Foundation of a Global Metals Manufacturer specializing in the Aluminum. The Director lead a team of four in the formation of an employee volunteerism program that would contribute towadrs the communities in which they operate, as well as contribute towards an ongoing public relations program.
Critical Business Issue: Like any volunteer program, moving people to work without getting paid after there day jobs on an regular basis is difficult.
Reasons: …The program was a new concept for the company, and a personal effort by the President. Other volunteer programs had been presented in the past with varying success. The lack of presence and history also made it difficult to attract new talent, limiting their offerings to the same people who
What You Don’t Hear Can Kill Your Business | The Value of Listening
Why should you care what they’re saying?
People spend a lot of time talking online. They share their insights, experiences, recommendations and overall thoughts. There is gold in these pieces of information, but you have to listen to get the raw data in your pan to mine that gold. There are nuggets that are sometimes not obvious, and you need to listen in order to find them. The ramifications of not listening can be catastrophic. Dare I say, it could cause your business to fail! …Realize that when people are talking about your product or business, they care enough to share. They could be saying something positive, but they also might be saying something negative. That’s OK because they care enough to complain, which means
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