Customer Service

GM shifts to content creation strategy on Facebook

Chris Daniels May 24, 2012

GM's decision to stop buying advertising on Facebook and pass on running spots during next year's Super Bowl signals that the automaker will emphasize content creation and customer service on social media.

Customer service: A big marketing opportunity

Lisa Rosenberg, Euro RSCG Worldwide PR February 17, 2012

I was recently in a car accident, arguably one of life's most awful experiences.

Newsmaker: Maggie FitzPatrick, Cigna

Danielle Drolet January 01, 2012

From a closer relationship with customers to reinvigorated employees, things are notably different at Cigna - and its CCO has been a key agent of that change.

Is social media changing the face of customer service?

Lindsay Stein December 30, 2011

Customer service used to mean a toll-free number or a counter at the back of a store, but with businesses becoming increasingly tech-savvy, the customer service landscape is heading more and more in the social media sphere, which may not always be a good thing.

Newsmaker: Ginger Hardage, Southwest Airlines

Bernadette Casey December 01, 2011

In the case of Southwest Airlines' SVP, culture and comms, her title perfectly reflects a focus on keeping customers and employees informed and enthused.

Wise comms counsel can do wonders for customer service

Jim Nichols, Stern & Associates November 01, 2011

This coming holiday season, consumers will have more information about pricing and retailer reputations than ever before.

How good customer service can save the airline industry

Erica Iacono November 08, 2010

As I begin the last week of my six-year career at PRWeek, it's only natural to think about all of the things that I've learned while here.

Brand identity must be consistent across all consumer touchpoints

Erica Iacono September 28, 2010

This past week I had the chance to fly Virgin America for the first time and I must say that I was really impressed.

Forget customer service; invest in customer education

Erica Iacono September 10, 2010

As much as we'd like to talk about good customer service, much, if not all, of it hinges on customer education. That's why PR absolutely needs to be intertwined with customer service.

CSR Roundtable: Responsible business

Alexandra Bruell, Gideon Fidelzeid June 01, 2010

CSR has evolved from a separate business practice to an integrated part of many organizations' PR strategies.

Technology Roundtable: Forward thinking

Erica Iacono, Aarti Shah May 01, 2010

As privacy issues loom and innovation matures, tech PR is facing new issues in developing strategy and public outreach.

Customer experience weighs heavier in the social age

Bob Silver March 24, 2010

Would you spend $250 for a bottle of water? How about $750? How about ... well, pick a multiple. Wondering what a simple bottle of water has to do with reputation? Sometimes, it's everything.

The changing role of PR

Alice Chan January 13, 2010

I'm going to state the obvious: Our jobs are changing. The question is what exactly are they changing to?

BoA to provide customers summary of mortgage information

Erica Morris December 30, 2009

In a show of customer communications, Bank of America Home Loans is set to provide customers with a one-page summary of key terms on their mortgage modifications.

Clear identification emerges as a focal point of messaging

Chris Daniels December 01, 2009

As a retailer-owned hardware cooperative, True Value Company provides guidance to almost 3,000 individual owners (or "associates", as it calls them) nationwide.

Holiday Inn brand makeover is built on internal support

Tanya Lewis December 01, 2009

Francie Schulwolf, VP of corporate communications, Americas, at IHG, explains that while brand awareness of Holiday Inn (HI) was very high, it had become "marred with an inconsistent image."

Bank of America launches cardholder communications initiative

Erica Morris November 30, 2009

In a sign of big banking listening to customer demand, Bank of America launched a cardholder communications program today, aimed at clarifying rates, fees and payment information for its users.