I read two things yesterday that cemented for me the fact that, due to the effect of social media, customer service and public relations are now inextricably linked. The first was a quote by Randi Zuckerberg, Facebook’s former marketing director (and sister of the social networking site’s famous CEO), in
In the 1990s, I worked for a hands-on general manager named Mark Conklin who frequently attended morning pre-shift meetings throughout the hotel. At one such meeting in the housekeeping department, I was invited to deliver a short presentation on delighters—those “little extras” that would pleasantly surprise or even “Wow!” hotel
I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When I share this statistic with groups, most participants are shocked: “How is it that so many people claim to be treated indifferently? That’s appalling!” And
The Revelation Conversation is Here!
