Business in Action, 9th Ed.
Chapter 14: Customer Communication and Product Distribution
Lynn Gaertner-Johnston (photo, left) explains how to handle a disappointing or frustrating email.
Andy Jacobi, Co-Founder of Untamed Sandwiches, reports.
Micah Solomon (photo, left), contributor at Forbes.
"Lithium Technologies, a social customer experience management platform, announced the results of a recent survey performed on its behalf by Harris Poll, finding that brands are increasingly under pressure by consumers to innovate," writes Justin Lafferty in a piece at AdWeek.
"Want to feel good about your own company's "end result"?
"Probably the most important reason to respond to comments—both negative and positive—is that everyone else is reading them.
"B-school students can’t get enough of big data.
Why do customers leave a company?
"The ability to identify relevant trends and stay one step ahead of them is crucial for keeping brands fresh and vibrant.
"Every company is defined by a few things: its name, logo, and brand identity.
"When a plane is grounded or there are delays, customers sometimes vent their fury on Twitter.
"The secret to a loyal customer base is no secret at all: Great customer service will bring them back every time.
Ric Dragon (photo, left) gives a report on his conversation with Christi McNeill, project lead of social business and listening at Southwest Airlines.
Stephanie Walden discusses customer relationship marketing (CRM) in a piece at Mashable.
"Martha had some strong comments about bloggers, yet her PR folk pitch bloggers in an attempt to tap into their influence with their audience.
"A Utah couple is suing an online merchant that fined them $3,500 for writing a negative review and sparked a financial nightmare for more than a year by reporting the alleged debt to credit rating companies.
Take a look at this summary of a Temkin Group report covering the topic.
"The Everything Store: Jeff Bezos and the Age of Amazon by Brad Stone has been named the 2013 Financial Times and Goldman Sachs Business Book of the Year.
"As all entrepreneurs discover sooner or later, it takes more than sound business acumen to bring an idea, no matter how novel, to life.
Paul Maccabee (photo, left) is the President of Maccabee Public Relations.
"According to our internal reports, here — in no particular order — are the ten most frequent catches by our editors in your press releases: .
"Unfortunately, too many in public relations and general business alike often overlook the fundamentals of crafting and distributing a stellar online press release," says Jacqui MacKenzie (photo, left).
"Understanding your customers is an integral part of building a loyal customer base.
More and more companies rely on the social web to influence customers before the sale and support them after; these statistics explain why social help is becoming so pervasive.