There’s been a lot of talk lately about what type of service customers expect from brands, especially when it comes to social media. After pouring through it, one conclusion comes to the surface…the answer all depends on what research you’re talking about and...
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Five years ago, social media was new. Except it wasn’t. Because social media was really just a new technology providing visibility to a truth any company without it’s head buried deeper in the sand than a shy ostrich couldn’t help but know — your...
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In a week where we just re-elected a president, it seems rationale for me to start this post by reminding you “We have nothing to fear but fear itself.” We share quotes likes the one above in passing. We talk the good talk and say all the right things when it...
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There is no better marketing than a great customer service experience. Paid, earned, owned, whatever. It doesn’t exist. Because the customer is never more invested than when it comes to his or her own service issues. And in the end, your brand is what your...
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I was driving home last night listening to sports talk radio — 810 for those from KC. The show was winding down and the host, Kevin Kietzman, was giving a final shout out to the sponsor that hosted their remote. Every time they do one of these remotes, there is...
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So the other day I’m flying this airline with a group of colleagues for a business trip. It doesn’t really mater which airline. I’ll just say that it wasn’t Southwest. But you would have been able to guess that after reading the next few...
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I'm a business communications consultant at Fleishman-Hillard. I used to call myself a PR professional, but I don't use that term anymore because people hear PR and they think only media relations.We do a lot more than that at Fleishman-Hillard Kansas City (FHKC). I specialize in social media, but am trying hard to brush up on my measurement and analytics. Every strategic consulting conversation should start with your business goals and how communications can help you reach them. My motto: "Your brand is what your customers say it is." 
