Let’s start with the lesson: email is social media. Even if it starts out private, it can be made public. Extremely public. The short version: in November, a guy named Dave orders a pair of PS3 controllers from an outfit called Ocean Marketing. The controllers don’t arrive. In mid-December, Dave writes to the company asking […]
You are a public relations professional, specializing in crisis management. Your client, Best Buy, took a whole bunch of orders online, and now can’t deliver. What advice would you give them? Comment below. ___________________________________________________________________________________ Email Phil Bernstein here. Like what you’re reading? There’s more! Sign up for Phil Bernstein’s free advertising and marketing e-newsletter here. […]
I received an email this morning from a woman named Ophelia, who works for an SEO company that offers “professional link building” services.*Excerpts follow: Hello, my name is Ophelia and I am an Internet Rankings Engineer. I performed a Google search for the keyword pedicure portland oregon and upon perusing past the first page, i […]
Alternate title: “Some Companies Just Don’t Care” People in the customer-service advice-giving business love to tell the story of United Airlines and Dave Carroll. It’s a very entertaining tale of a customer who, having felt mistreated, used the power of the internet to do an enormous amount of damage to a large company’s reputation. It’s […]