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The JetBlue Blues
When it comes to travel, I’m a planner. Once I know I will be going somewhere, whether business or pleasure, I sort out my travel arrangements. Does this save me money? Often, yes. But that’s not my...
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JetBlue is listening, but are they able to do anything about what they hear?
Well, JetBlue is clearly listening to what’s being said about them online — see Jenny Dervin’s comment on my previous post. Points for walking the social media talk. And this cranky blogger certainly...
View ArticleThe direction of Marketing Roadmaps
Marketing Roadmaps has been going in a new direction for the past couple months, so I thought it would be a good time to articulate what you can expect to find here. And what you most likely will not...
View ArticleMarketing Roadmaps – On the road and your “radio” dial
On the road again. Or at least your iTunes dial. Here’s where I’ll be in June. Thursday June 5th, 3:20pm Vocus User Conference Panel on Blogger Relations. With Aaron Brazell, Colin Delany and Geoff...
View ArticleTaking a blogger relations break
The good pitch/bad pitch series is going on a brief hiatus. Not because I don’t have enough material, heavens no. I have plenty. Especially bad. Business has been slow this spring. Lots of interest....
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Blogging & social media: What customer service professionals should know, and...
This article is based on a workshop I delivered at the SOCAP International Symposium in April. Part 1- Defining Social Media: Blogs & Microblogs Customer service. It’s the new marketing. Huh?...
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Blogging, social media & customer service (Part 2)
Part 2: Social Networks, Communities, Aggregators and Wikis The third social media space where you will find your customers are social networks. These range from public networks like LinkedIn,...
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Blogging, social media & customer service (Part 3)
Part 3: Impact of Social Media on Customer Care Customers are engaging with social media. So are many companies. For example, nearly 12 percent of the US Fortune 500 companies have a blog of some kind....
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Blogging, social media & customer service (Part 4)
Part 4: What should customer service and consumer affairs do? You’ve decided that some involvement in social media makes sense. But what should you do? I recommend a phased approach that I call the...
View ArticleBlogging, social media & customer service (Part 5)
Part 5: Comments. They’re what keep you up at night. Without a doubt, the issue at the forefront of most customer care professionals is how to respond to comments, whether on your own company’s blog or...
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Blogging, social media & customer service (Part 6)
Part 6: Communities: Should you start one? If your customers are already congregating online, in Twitter or Facebook or a private community, the best thing to do is to start participating there,...
View ArticleBlogging, social media & customer service (Part 7)
Part 7: Tweet, tweet: Microblogging considerations Microblogs like Twitter are getting a lot of attention these days, in no small part because some big companies are using them to talk to their...
View ArticleBlogging, social media & customer service: Recommendations for Next Steps...
The only way to “get” social media is to get into it. Until you do, it’s really just so many words on a page or pixels on a screen. Here are some recommendations for getting started. For Individuals...
View ArticleBlogging, Social Media and Customer Service Article
Per request of Mrs. Flinger, my entire Blogging, Social Media and Customer Service article in one link. PARTS:onetwothreefour fivesixseven eight
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The customer service disconnect
The customer service disconnect is not an unintended/accidental hang-up. Nor is it the insidious phenomenon that influential bloggers and tweeters seem to jump to the top of the queue while others...
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More disconnected customer service
I like Avis well enough. They generally have reasonable prices and decent availability for the places I wish to go. But I am irritated that they have my name wrong in their promotional database — they...
View ArticleWhat #maytag & @dooce says about customer service in America… and it’s NOT good
Earlier this week, a customer service nightmare erupted for Maytag when popular blogger Heather Armstrong, “dooce,” tweeted her frustration with the company’s service, or lack thereof, to her one...
View ArticleFrom the archives: Customer Service
I’m going to be on vacation in Africa until September 23rd, so for your reading pleasure while I’m gone, I’ve assembled some of my favorite posts. Today, revisiting older material in the customer...
View ArticleEmptying the bit bucket: books, pitches and too fat to fly?
Heard on Twitter about a big brand: Apparently the brand is using multiple word of mouth agencies on blogger outreach programs for the same company initiative. Some of the agencies are offering...
View ArticleYou have not reached Good Technology customer support when you call me!
If you’ve been reading Marketing Roadmaps for a while, you are familiar with the Good Technology saga. Basically, they have a website: get.good.com. I have a website: getgood.com Sometimes their...
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