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Full story: Vodafone #FAIL
I wrote the other day about delighting your customers not just pleasing them. The focus was all about behaviours and leadership, not technology or social media tools (although all of those things are intertwined in so many ways). “Delighting the customer” is a phrase foreign to Vodafone in the UK, if my recent experience is any guide. Indeed, for this mobile operator, giving the customer an expectation of only the bare minimum of service seems equally foreign. To be fair,…
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Full story: The Hobson and Holtz Report – Podcast #670: September 24, 2012
Listen Now: Intro: Neville speaking on CIPR-organized panel about Wikipedia and PR at Social Media Week London on Sept 28; Quick News: Report from #DIF12 Digital Ireland Forum in Dublin: are companies really ready for the connected consumer?; Gnip offers full Twitter archive – for a price; Boeing to outfit planes for in-flight mobile phone calls; the best place to be in a plane crash is in the back; interactive quizzes coming to YouTube videos; Ragan promo; News That Fits:…
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Full story: Delight your customers, don’t just please them
Some interesting shifts in thinking are getting underway in the travel industry, according to AdAge, with British Airways in the forefront of looking at how they’re using technology in customer service and what they need to do to help their employees deliver outstanding service. AdAge says that the airline is analysing the passenger data it gathers to gain actionable insights into making its customers’ experience more convenient and rich with value to them, presenting service-personalization to passengers in a way…
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Full story: Quartz digital delivery starts Sept 24
An interesting experiment in the future of mainstream news media and its publishing platform goes public on Monday September 24 with the official launch of Quartz, a new digital business magazine from US publisher Atlantic Media. Quartz is intended primarily for consumption on tablets and other mobile devices. There is no print edition. I’ve been paying attention to developments at Quartz as it gears up for its imminent launch since I interviewed editor-in-chief Kevin Delaney in London in July for…
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Full story: The Hobson and Holtz Report – Podcast #669: September 17, 2012
Listen Now: Intro: We’ve changed FIR’s Twitter handle to @FIRpodcast; FIR Book Review coming on Guy Kawasaki’s “What The Plus!”; Quick News: Dr. Pepper vs creationists on Facebook; James Bond trades Martini for Heineken; FCC chairman blows tweetchat; ‘kerfuffle’ the best word ever; Ragan promo; News That Fits: Social media’s delicate role in diplomacy; Michael Netzley reports from Singapore on Chinese executives’ fight-back against Citron Research’s coverage of tech companies; the Media Monitoring Minute with CustomScoop; Deloitte follows McKinsey with…
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