We all have foibles when it comes to good service. Loud background music in your favourite restaurant – no thanks. Unsuitable substitutes in an online shop or a sell-by date less than 24 hours after it arrives. To me, these are like sour milk in my tea. A complete turn off, which could turn me to the Oat-side.Continue reading "Customer service – You say it best when you say nothing at all"
We all know the feeling.
Your phone pings, then again… and again… something has happened.
Twitter is “blowing up” says the voice on the other end of the line. Five minutes later; “it’s all over Facebook”. The on-call Press Officer rings next; local media want a response to the hundreds of comments on Twitter.
So, what’s your next move?
If you’re asking this question now, it’s too late.Continue reading "Are you prepared for a social media crisis? Here’s 7 tips you need"
Fly on the wall TV, sometimes known as ‘obs docs’ (observational documentaries), are familiar fodder for prime time television. They have bred their own genre of satire, such as W1A and anti-heroes like Malcolm Tucker. But there remains some uncharted territory, and done right this obs doc would be a real eye opener. Inside a Crisis – The Comms Insider – impossible to make, impossible to get legal to sign off and impossible to resist for fly on the wall fans.
The commitment involved in starting a new business is phenomenal. Winning new contracts, wooing clients, honing your product and getting your name out there. Building a reputation demands time, attention to detail and preparation.
The 100% organic skincare line launched by one beauty innovator had been long in the planning. Products that were clean, kind and ethically sourced – all grounded in an “on-trend” concept, aimed at legions of health and wellbeing devotees. And as the range gained traction, tweets, likes and shares, everything seemed to be on track. But just as the business plan was exceeding year one expectations, a supplier down the chain was exposed for using non-organic base ingredients. The same ingredients now found in the 100% organic skincare line. One negative review became two. Malicious tweets followed and libellous Facebook posts began to unpick hard earned customer loyalty and reputation. Continue reading “Why Small is Beautiful in a Social Media Crisis”