fake-social-media-persona

Fake Social Media Profiles Not Worth the Risk

A scandal erupted in the Dallas-Fort Worth area when a hired PR person began using fake social media profiles to comment on a particularly hot topic. When the news broke that many of the commentaries were done in different names by one person, the person’s reputation was in tatters. He damaged his reputation, that of…continue reading …

local-marketing

Helping Employees Take Ownership

What does it mean to take ownership? According to Teri Yanovitch, a former trainer for Disney and current customer-service consultant, “Delivering world class service is not a series of techniques, but it is a culture and way of life within an organization. It requires each employee to take ownership of the customer experience by engaging…continue reading …

Whatever Happened to That Customer?

There’s a saying that the squeaky wheel gets the grease. But what about those who suffer in silence? Did you know that statistically, only about four percent of customers who experience problems actually complain? (Source: Technical Assistance Research Program) If they’re not complaining, what are they doing? They leave. No good-bye, no explanation. Nothing. But…continue reading …