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I Thought Paying for Healthcare Was My Biggest Concern…
Recently, a New York Times article, “Webcast Your Brain Surgery? Hospitals See Marketing Tool,” addressed how some hospitals are using social media in the operating room. I was initially intrigued, but...
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Are You Still Using Multipliers?
During a recent PRSA webinar sponsored by BurrellesLuce I referenced the Institute for Public Relations (IPR) white paper, “Dispelling the Myth of PR Multipliers and Other Inflationary Audience...
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Public Relations and Customer Relations: Are You Listening to Your Constituents?
Remember the old adage, “give someone good service and they’ll tell one other person, but give them bad service, and they’ll tell 10?”? Well, welcome to the world of social media, where instead of...
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Thanksgiving Appreciation
Flickr Image: alasam by Cathy Del Colle* As I sit in my office reflecting on both my profession and what to write in today’s post, I am reminded of the turkey that I have to prepare and the many...
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Do Modern Businesses Still Appreciate a Phone Call?
Today there are so many ways for an individual to avoid human contact. Why bother calling information when you can look up an address on your iPhone? There’s really no need to call Domino’s when you...
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No News Doesn’t Have to be No News: Listen to Customers Everywhere
By Emily Mouyeos* Sometimes I picture Biz Stone sitting at a bar with his friends laughing about how millions of people have adopted words like Twitter, tweet and TweetUp into their everyday...
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Clients Use Hold-Time to Consider Your Competitors
Image: DailyMail.Co.UK Have you ever been put on hold? Wait, that’s a rhetorical question, isn’t it? How about, “How does it make you feel when you’re put on hold?” Well, I’m not a fan, to say the...
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Does Your Client Service Need a Facelift?
by Emily Mouyeos* Last week while I was on vacation I had the pleasure of getting my wallet stolen. (Please note the extreme sarcasm.) This led to me speaking with multiple customer service agents from...
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Don’t Listen To Your Clients, Really?
“The customer is always right.” How often have we heard that expression? In fact, it’s become rule number one or an unofficial mantra for good client relations. If that’s the case, and it is indeed...
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To Follow or Not to Follow During Times of Crisis
Flickr Image: Boris Veldhuijzen van Zanten Valerie Simon Melanie James, a communications academic at the University of Newcastle, whom I have gotten to know through #PRStudChat, recently tweeted:...
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The Death of the Angry Customer Letter?
Flickr Image: xJasonRogersx's Not long ago, there was little recourse for poor customer service. Sure, you could bite your tongue while waiting in line or demand to see a manager. Really though, the...
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Register Domain Names for Less…At the Airport?
During a recent trip to Phoenix Sky Harbor International Airport I noticed an unusual kiosk. Since November 2, 2010, and slated to be there through the “first part of 2011,” web-hosting service Go...
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2010 Bulldog Reporter Media Relations Summit: Jenny Dervin, JetBlue,...
Transcript - JOHNA BURKE: Hello, this is Johna Burke with BurrellesLuce, and we’re here at the Bulldog Media Relations Summit. I’m joined by Jenny. Jenny, will you please introduce yourself? JENNY...
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Zappos: 24/7 Customer Service in the Internet Age
by Lauren Shapiro* In the past few years, nearly everything has found its way to the Internet, from ordering your groceries online to ordering a pizza. What we have learned, though, is that the...
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Robot vs. Human
When was the last time that you called up a company for information and were patched directly through to a fellow human? I can’t remember when. In the past 30 days I’ve been on the phone with a cable...
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A Personal Success Story for Using Twitter to Connect with Clients
Do you check-in on Foursquare or Loopt or post to Twitter when you are out shopping or eating? A recent MediaPost story, Users Register Social Network Comments While Shopping, reported one-quarter of...
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PRSA Counselors Academy: Integrating the Brand Experience
Colleen Flood* Recently I had the pleasure of attending the PRSA Counselors Academy of which BurrellesLuce was a sponsor and Johna Burke, SVP-marketing, was one of the speakers. Over the course of...
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A Listening Exercise – Gaining Information and Encouraging Action from Your...
Flickr Image: Sebastian Fritzon Valerie Simon Listening, as I define it, is not a passive exercise. Listening is not a matter of simply hearing words. Listening requires a concentrated method of...
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Lane Sutton, Kid Critic, Dishes on Social Media at PRSA. (Video Interview w/...
Transcript - JOHNA BURKE: Hello, this is Johna Burke with BurrellesLuce and I’m here at the PRSA Connecticut event on social media. I’m joined by Lane. Lane, will you please introduce yourself? LANE...
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Top BurrellesLuce Fresh Ideas Posts in 2011 – Numbers 20 to 11
As 2011 winds to a close, no year would be complete without a wrap-up list of some kind. In that spirit, we are counting down the 20 Top BurrellesLuce Fresh Ideas posts in 2011. In today’s post we will...
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