A unique new author blog helps business communication instructors spend less time preparing and more time teaching. The first authors in the field to write an instructor blog, Bovée and Thill share instructional insights, offer advice on incorporating social media and other technologies into the course, and provide compelling examples of good and bad business communication.
Customer Communications
« Previous EntriesMean Tweets: Managing Customer Complaints
Friday, May 11th, 2012When an unhappy customer complains to your face, you have the opportunity to address their concern, and make sure they are happy by the end of your conversation. When an unhappy customer posts a complaint on a social forum such as Twitter, Yelp, or Facebook, you are at an immediate disadvantage. The complaint, right or [...]
Pinterest Just Solved All of Procter & Gamble’s Social Media Problems
Friday, April 27th, 2012Procter & Gamble began pinning material onto a new Pinterest board, "Thank You Mum," in earnest two days ago, in a sign that the company has finally found a social media outlet in which it can live comfortably. It appears to be P&G's first marketing foray onto Pinterest. . . Via www.businessinsider.com
The Customer Service Secret to Dealing with Angry People
Friday, April 6th, 2012I spent the majority of my high school and college years as a Market Research Interviewer — i.e., telephone survey girl. And now my husband is a Customer Relations Specialist in his company’s Retention Department — meaning his job is to call up customers who’ve canceled, find out why, and (if possible) try to get [...]
Better Risk Communication
Friday, March 16th, 2012Consider two scenarios: Company A is a medical device maker that just released a new pacemaker. Its datasheet states that the device could fail once every 90 years. Its competitor, Company B, released its latest version a week before. In its datasheet, it noted that the device is guaranteed to function properly, under approved procedures, [...]
How Deeply Do You Respond to Customers in Public?
Thursday, March 1st, 2012Recently, I wrote a post that recommended, "Don't be afraid of fake reviews," to help business owners know how to respond to an angry post in social media. To make a long post short, my advice was to always treat angry reviews as legitimate (not assuming it is faked by a competitor, for example), because responding [...]
7 Tips for Communicating a Layoff
Monday, February 27th, 2012The U.S. economy is allegedly improving, but try telling that to 4,500 employees who are losing their jobs at Citigroup or 30,000 who will leave Bank of America in the next few years. The fact is that layoffs happen even in a good economy. . . Via robertjholland.wordpress.com
FedEx’s Apology: Expertly Delivered
Friday, January 27th, 2012We've seen this before: (1) company makes an egregious service mistake and is outed by a customer via a YouTube video, (2) video goes viral, (3) mainstream media picks up the story and amplifies it, (4) PR nightmare begins. [A recent] culprit is FedEx. . . Via www.churchofcustomer.com
Using Social Media as a Communication Tool – Infographic
Thursday, January 5th, 2012"Social media is about more than marketing and branding — it’s quickly becoming an essential part of customer outreach for brands. In addition to using social platforms to monitor conversations about their industry, competitors, and products, companies are increasingly reaching out to to their customers via the social Web to communicate messages about what they [...]
We Said We Were Sorry on YouTube! What Else Do You Want from Us?!
Friday, December 9th, 2011Simon Dumenco (photo, left) sees a market for a YouTube corporate apology channel to go along with the 100 new YouTube channels "born of just-announced partnerships with professional content producers." Take a look at his tongue-in-cheek idea here.
Why ‘Pages’ on Google+ Isn’t Just Another Facebook
Wednesday, December 7th, 2011David Berkowitz explains the differences between Google+ and Facebook. Mr. Berkowitz is vice president of emerging media and innovation at 360i.
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