How to Satisfy a Dissatisfied Customer

How to Satisfy a Dissatisfied Customer

Boston, Branding, Business, Customer Service, Instagram, Leadership, Marketing, Public Relations
How do you satisfy a dissatisfied customer? Ask Norm Laviolette, CEO of Laugh Boston. He knows. He demonstrated recently what a business should do when a customer complains. He went above and beyond to turn a bad customer experience into a good one. When someone complained on social media about the chicken wings she ordered at his establishment, he went out of his way to resolve the issue. He personally delivered to this customer not just another order of chicken wings, but free tickets to an upcoming show, a $100 food and beverage voucher and a T-shirt. Good for you, Norm. Kudos, props and cheers to you and Laugh Boston for providing such an exemplary example of ridiculously awesome customer service. P.S. Thanks to Maureen Dahill's Caught In Southie article,…
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PR and Corporate Communications with Maura FitzGerald

PR and Corporate Communications with Maura FitzGerald

Boston, Business, Communications, Marketing, Public Relations
In this episode of Bob Cargill's Marketing Show, Episode 131, I talk to Maura FitzGerald, Co-Founder and Partner at V2 Communications, a Boston-based public relations and digital communications firm. During our conversation, we touch upon the challenges that businesses have faced during the pandemic, the importance of a solid internal communications program, hiring practices, employee empowerment and much more. About Maura FitzGerald Maura is one of Boston’s most seasoned public relations veterans. With decades of experience and not one, but two, high-growth PR agencies under her belt, Maura was the 2019 recipient of Boston PR Club’s John J. Molloy Crystal Bell Lifetime Achievement Award. Over her career, Maura successfully founded and grew one of the premier U.S. brands in strategic technology communications, FitzGerald Communications. Under Maura’s direction, the agency immediately…
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Boston-Area Agencies on Twitter

Boston-Area Agencies on Twitter

Advertising, Boston, Marketing, Public Relations, Social Media
Hey, Boston-area agencies involved in marketing, advertising, PR and social media. I see you. I see which ones of you are on Twitter and I’ve added you to my list there. I read the content you share there and take notice of how often you post. I like a lot of your tweets and even retweet some of them. I may not have found all of you on Twitter yet, but I’m constantly on the lookout. I invite you and anybody else who’s interested to take a look at this list I’ve put together of agencies in the Boston area. Use it to learn more about who you may want to partner with or hire. Use it to you learn more the industry in which you earn your livelihood. Use…
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I’m Running the 2020 Virtual Boston Marathon

I’m Running the 2020 Virtual Boston Marathon

Boston, Boston Marathon, Fundraising
I’m psyched. I’m in. I’m participating in the Boston Marathon Virtual Experience. Of course, the Boston Marathon was cancelled this year due to the pandemic. Those of us who were entered to run this historic race were disappointed, but we totally understood. There was no way the race could have been held given the coronavirus crisis. The Boston Athletic Association (BAA) came up with a virtual version of the marathon, however, giving official entrants the opportunity to go the 26.2-mile distance on their own course, on their own time, sometime between September 5-14, 2020. So after having trained in the cold temperatures all winter to run this thing, I picked up where I left off a couple months later and trained all summer under the hot sun. I’m ready. I’m…
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200 Boston-Area Agencies on Twitter

Advertising, Boston, Marketing, Public Relations, Social Media, Twitter
Who knows how many marketing, advertising, social media and PR agencies are located in and around Boston? I doubt anybody knows exactly how many there are around here, but I have found 200 of them on Twitter for you to follow. Large, small, old and new, together these agencies represent the best and brightest our industry has to offer. Seriously! Under their roofs right here in Beantown, you could arguably find enough talent, prowess, knowledge and expertise to launch the most sophisticated and successful campaigns in the world. While what they can they do in 280 characters or less on Twitter, of course, isn’t quite the same as what they can do on a blank canvas and an unlimited budget for their clients, that doesn’t mean they’re not worth following…
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12 Boston-Area Marketers to Follow on Twitter, Part II

Boston, Marketing, Social Media, Twitter
Of course, there are far more than just a dozen marketing professionals in the Boston area who you and I should be following on Twitter. There are hundreds, if not thousands who deserve our attention. That’s what couldn't have been more obvious to me after finishing up my last post for this blog. And while I can’t possibly write about every single one of them here in this space, I can certainly give it another whirl. So, to continue the conversation about some of the most ridiculously accomplished people in our industry on Twitter who just happen to work around here – that is, Boston – here are another 12 local rock stars of marketing, advertising, PR and social media. You can follow them individually on Twitter by clicking on…
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12 Boston-Area Marketing Pros to Follow on Twitter, Part I

Boston, Business, Marketing, Social Media, Twitter
There are roughly 330 million monthly active users of Twitter, and who knows how many of them work or live in and around Boston. I’ve identified a dozen of those users who not only fall into the latter category, though, but who also happen to have proven themselves to be ridiculously accomplished marketing professionals. If you’re not following these rock stars of marketing, advertising, PR and social media yet, get after it now. Here is a little information about each of them, including their respective Twitter handles and an aggregated stream of their latest tweets from a public list I’ve added them to on Twitter. You can follow them individually by clicking on their handles below and subscribe to my list, which includes all 12 of them, here. 1. Beth…
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10 Boston Hotels Crushing It On Social Media

Boston, Branding, Business, Marketing, Social Media
It may be all the rage, but for a variety of reasons, not every business is cut out for social media. Some will never understand it. Others think it’s a waste of time and money. And finally, there are those who just aren’t the right fit for it. But most marketers would agree that while social media is not for everyone, it is ideal for those who want to engage with their customers and prospects, especially in real time. If that’s where your audience is, time spent on these relatively new online communication channels is more than well worth it. Where else can you put the word out to your constituency without feeling like you’re invading their space? Where else can you capture the attention of such a qualified audience…
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10 Boston Restaurants Crushing it on Twitter

Boston, Branding, Business, Marketing, Restaurants, Social Media
It’s one thing to be able to serve great food. It’s quite another to be able to show off those dishes in words and pictures on Twitter so well that your followers like your tweets almost as much as your eats. That’s the irony of marketing a restaurant in this day and age. As if it’s not enough to be considered one of the best places to go for a bite to eat in town. Now they have to have the popularity on social media to prove it. Okay. Maybe that’s a stretch, but the importance of displaying their menus everywhere people are congregating online today cannot be underestimated. More and more potential customers are stalking their every move not just on the grapevine, but on a bevy of newfangled…
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