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...
read more
“Relationship-building is the single biggest lie being purported right now.” Last week, Adam Kmiec penned the line above while trashing the concept that customers actually want a relationship with a brand via social media. And he was right. Based on the way he...
read more
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...
read more
Somewhere, someone at Google was smiling last week as Groupon’s stock fell 30 percent to it’s lowest price since IPO — below $3. But it only takes a quick review of Groupon’s business model to make you scratch your head and wonder what that...
read more
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...
read more
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." 
