Archive for 'Public Relations'
Posted on 14. Nov, 2011 by Jon Bird.
Tweet We all make mistakes. But when it comes to customer service, “to err is human; to recover, divine”, to quote the Harvard Business Review (HBR) classic essay “The Profitable Art of Service Recovery”. What fascinates me about “service recovery” is that, done right, you can end up not just rescuing a customer but winning [...]
Posted on 13. Sep, 2009 by Jon Bird.
Tweet Dare Jennings is the creative genius and entrepreneur originally behind iconic surf wear brand Mambo. After riding a huge wave of success, Jennings sold out in 2000 when Mambo was turning over $50 million per year. (Nice timing – to continue the surfing analogy, Mambo’s wave of success pretty much turned to white water [...]
Posted on 31. Mar, 2009 by Jon Bird.
Tweet Out on store visits last week, I was struck by K-Mart’s latest promotion for Mother’s Day – “buy one item of women’s or men’s clothing or footwear and get 60% off a second.” 60% off! Aside from the deceptiveness of the offer (the reality is the customer is actually getting 30% off her total [...]