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Posts Tagged ‘customer service’

United Airlines Issues Response Addressed to ‘Mr. Human’

united bankruptEver since 2002, when United Airlines filed for bankruptcy protection, the company has been struggling to turn a profit and a few heads. Although the former has been difficult to do, the latter was achieved in resounding fashion just this week.

The beleaguered airline took must have included customer service in its cost-cutting measures because it seems United went the route of some terribly lazy PR agencies and “hired” robots to do the work.

How do we know? There’s no attention to detail. There’s no respect paid to needs. And, there’s no person addressed on the subject line.

Poor practices all around.

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Mediabistro Job Fair

Mediabistro Job FairLand your next big gig! Join us on January 27 at the Altman Building in New York City for an incredible opportunity to meet with hiring managers from the top New York media companies, network with other professionals and industry leaders, and land your next job. Register now!

The Future of Las Vegas No Longer Involves Zappos CEO Tony Hsieh

delivering-happinessYou may not know his name, but you certainly know his company.

Many big businesses and top entrepreneurs place Zappos and its CEO Tony Hsieh, pronounced Shay, on the Mount Rushmore of “Best Service-Minded Companies in the Country” (arguably occupying a space next to The Container Store, Southwest Airlines, Chick-Fil-A, and Trader Joe’s).

Aside from making every person feel extremely special, he is very passionate about building businesses. This is why he took on the “Downtown Project” in Las Vegas to become an entrepreneur incubator. The project was a $350 million attempt by Hsieh and others to transform 60 acres of Downtown Las Vegas into a growing tech city.

Admirable. If only it had worked.

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Comcast ‘Provides’ What May Be The Worst Service Call Ever

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There is no secret, no hidden truth, no mystery on this planet that refutes the abysmal customer service that call centers at cable companies provide. It’s like they all hire from the same discount store that shuttles HR rejects from the hotel.

The proposed Comcast and Time Warner merger? That’s a utopia of pleasantry just waiting for America (and one of those brands may vanish this year).  You would think the powers-that-don’t at Comcast would appreciate public perception.

Not when gems like this call to cancel service, which should serve as a crisis communications starter kit. (Oh, please take time to listen to these 10 minutes of bliss.)

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#PRWin for Frontier Airlines: Free Pizza for Stranded Passengers

frontier airlinesI know, right?

How many of you in PR land wish you were stranded on that plane? Most of us has been leave-in’ on a jet plane, don’t know when I’ll be back again … because of a client. And then, it happens. The engine bustles. The flight attendants gristle. And the plane stops for hours!

As we know, this is some of the most uncomfortable time you will ever spend anywhere. It is one of the very reasons some people abhor air travel, and following the recession, that is not a sentiment airlines can afford to have.

And then Frontier Airlines Captain Gerhard Bradner (seen pictured above) put an end to all that bickering because pizza heals all wounds.

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STUDY: Banks Don’t Find Much Value in Social Media

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Two questions: do you follow your bank on social? More importantly, why?

A Carlisle & Gallagher survey published in The Guardian this week found that, while some Americans do pay attention to their banks on social, they don’t much care for what they see. 87% of those questioned described the social accounts of said financial institutions to be “annoying, boring and unhelpful.”

One BIG qualifier: only 7% of those surveyed actually follow their financial institutions, yet many mention them by name in public complaints. The issue, then, comes down to customer service on social—or a lack thereof.

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Girl Scouts and Signs of the Apocalypse

Oft-times, your humble flacks at PRNewser come across a story that requires PR attention for a person or a group. However, on that peculiar occasion when mere words defy even explaining what just happened, we entrust our friends in the media to do the job for us.

Take, for example, this report from FOX 5′s Juliette Vara in San Diego about the most enormous wart on the behind of humanity to come along in a while. Dude probably swings cats around by the tail, kicks puppy dogs and would run over a unicorn just for the “points.”

Enjoy.

SURVEY: Most Brands Aren’t Ready for Customer Service on Social

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Two facts we’ve established:

  • Social media should be the new customer service line for all digitally forward brands
  • PR should own it

OK, maybe that second point is debatable. But the first is not—and a new study from Social Media Marketing University reveals that most brands either haven’t gotten the message or haven’t acted on it.

Some key numbers and takeaways from the press release (issued to promote registration for Monday’s “live training event“) after the jump…

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Twitter Is Your New Healthcare Customer Service Line

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Have a great day—and don’t forget to @ us when you tell your 235 followers how much we suck!

The fact that many brands use Twitter for customer service is nothing new; we covered a few of the best feeds last year, and many of them were created strictly to engage with customers. If you check out our listicle you’ll notice that most of the ones we included were consumer brands like Nike, Xbox, Amazon, etc.

But today ProPublica posted a must-read story on how Twitter became the new go-to customer service tool for the healthcare industry—and we thought it worthy of debate.

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Our 26 Biggest Stories of 2013, Part One

High fivin' sunbeams

High fiving sunbeams and eating dolphins, bro

They came. They saw. They made you click. They were our biggest stories of the year.

These posts were alternately embarrassing, inspiring, thought-provoking and barely comprehensible—but they attracted the most attention from our readers for reasons that we don’t always understand.

In fact, there were so many great ones in 2013 that we decided to double the original total of 13 to 26. What’s that, you ask? Of course we’re not splitting the list in half in order to get more posts up during the holiday season. What a ridiculous question!

On to the list, which we dedicate to our faithful readers. Let’s hope the news of stunts, mistakes and misdeeds gets a little brighter in 2014 (yeah, right).

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Another PR Win for LEGO: Life Lessons for a 7-Year-Old Boy

LEGO Right on the heels of LEGO‘s awesomely adorable decision to send a discontinued train set to one of its most dedicated young fans, the company has once again succeeded in sending the message that it truly values its customers.

Seven-year-old Luka Apps was distraught when, while on a shopping trip with his father, he lost his Jay ZX LEGO figurine, which he had bought with his own Christmas money. Before heading out on the fateful trip that led to Jay ZX’s disappearance, Luka’s father had warned him to leave the toy at home for safekeeping. Luka brought Jay along for the trip anyway, and sure enough, he managed to fall out of the boy’s pocket at a store. Saddened over the loss of his toy, Luka sent a letter to LEGO’s customer service department admitting his mistake:

Hello.

My name is Luka Apps and I am seven years old.

With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good.

My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat.

I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one.

I promise I won’t take him to the shop again if you can.

– Luka

LEGO’s incredible response reads like one part life lesson, one part ninja adventure:

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