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Airlines service rankings validate multichannel communication benefits PDF Print E-mail
Written by John Cray   
Thursday, 12 June 2014 08:40

As a frequent traveler, I was struck by USA Today’s recent article, America’s Best and Worst Airlines. The premise was that when it comes to customer service, the airline industry as a whole is a notorious underperformer, ranking even lower than wireless carriers and car dealers. The article is based on a 2014 ACSI (American Customer Satisfaction Index) survey that captures complaints ranging from checked baggage fees to uncomfortable seating.

 

What was especially noteworthy about the article, however, were the two customer service leaders noted in the survey: JetBlue and Southwest. Both airlines are exceptional at engaging their customers via multiple communication channels, including social media. An article published last year on SocialMediaExaminer.com, provides a good example of JetBlue’s social media responsiveness, using an actual Twitter conversation with an unhappy JetBlue customer who posted a negative comment about a delayed flight. The helpful response came back from a JetBlue spokesperson less than an hour later, because they were paying close attention to social media channels.

Last Updated on Thursday, 12 June 2014 09:28
 
How to deal with employee disengagement PDF Print E-mail
Written by Shelley Reciniello   
Wednesday, 11 June 2014 07:52

Employee engagement studies continually report that the majority of workers are unhappy and disengaged. Consultants jump in with ready-made solutions and buzzwords but this is a problem that cannot be solved quickly or from the outside in.

 

While it is true that sometimes people are not in jobs that they want to be in, most of the time people are unhappy at work because of what goes on there that they do not understand: unconscious and problematic issues, behaviors, relationships and interactions specific to the workplace that make their days unfulfilling, challenging in a negative way, disheartening, disappointing, and sometimes, a downright nightmare. You can have no illusions about how that affects your bottom line.

Last Updated on Wednesday, 11 June 2014 07:55
 
Eight essential tips to grow your business PDF Print E-mail
Written by Berny Dohrmann   
Tuesday, 10 June 2014 13:19

As the chairman of one of the world’s largest business support organizations, I’ve encountered countless prospective entrepreneurs trying to put their ideas into action by launching a business. My experiences have given me a unique insight into what makes and breaks a business in today’s market.

 

Here are eight essential tips for shaping a good idea into a great business:

Last Updated on Tuesday, 10 June 2014 13:21
 
Crafting the perfect pitch letter PDF Print E-mail
Written by Renee Sieli   
Monday, 09 June 2014 16:17

The process of securing media coverage can often feel analogous to throwing stuff at a wall and seeing what sticks. That’s because these days, media outreach is often dependent on written communication and the ability to “sell” a story via email. Members of the press are bombarded with pitches on a daily basis, creating a struggle to craft emails that will stand out from the crowd. While there is no “secret sauce” to securing media coverage, certain pitches do better than others because of the way they are crafted. Understanding the role of pitch letters and following a few guidelines can substantially improve their impact and subsequently increase the chances of media correspondence.

 

The media’s job is to cover the “news” and file content that will be of most interest to readers. With this in mind, the act of pitching is simply a way to inform the media of a potential story, angle or source. The parameters of any media correspondence should always be built upon who, what, where, when and why without excess information that will drown the true “meat” of the story. Establishing these parameters will help focus any pitch. In addition, it is also helpful to follow a few guidelines:

Last Updated on Monday, 09 June 2014 16:19
 
The Golden Rule PDF Print E-mail
Written by Marvin Montgomery   
Monday, 09 June 2014 13:19

When creating a customer experience you need to take The Golden Rule — “Treat others the way that you would want to be treated.” — a step further.

Last Updated on Monday, 09 June 2014 13:22
 

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