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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Social Media Can Change the World

Facebook, Instagram, LinkedIn, Marketing, Social Media, Twitter
Far too many brands and businesses are trying to fit a square peg into a round hole on social media. They’re using LinkedIn, Twitter, Facebook, Instagram and the like as broadcast channels, places to promote themselves instead of to share and engage with others. They're not posting nearly enough, either. They're still not getting it. Marketing, advertising, sales, PR, heck, whatever line of business you're in…it’s all changing rapidly before our very eyes. Consumers don’t believe anything anymore. So, transparency wins. You want to have your audience’s attention? You want to earn their trust and loyalty? Stop manipulating them and start listening to them. Put yourself out there on a frequent basis and let them get to know you as a human being, not a corporate logo or a company…
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You’ve Got to Work It on Social Media

Instagram, Social Media
It took K-pop star, Kang Daniel, only 11 hours and 36 minutes recently to attract a following of one million on Instagram. That was a Guinness World Record, eclipsing the previous record set by Pope Francis. I wouldn’t be able to build a following that big in a lifetime, never mind in half a day. And - likely - neither would you. Unless you’re a celebrity, a popular brand or someone who can afford a big advertising budget, there are no shortcuts to success on Instagram, Facebook, Twitter, YouTube, LinkedIn and the like. It takes time, talent and tenacity to build a following on social media. You’ve got to share plenty of relevant, quality content on a regular basis to build enough of an audience to be successful on social…
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How to Use Instagram Stories for Brand Storytelling

Branding, Business, Instagram, Marketing, Social Media
Now that social media is such a mainstay in business, those of us in the advertising, marketing and PR industries are realizing just how much time and talent it takes to succeed on these digital communication channels. We’re seeing for ourselves that there are no shortcuts to success in this space, not to mention that even a massive budget won’t be able to offset the deficits of a product or service that’s not up to par. For strategists and practitioners, agencies and clients, it’s certainly not an easy pill to swallow. Social media has leveled the playing field on which companies and consumers engage, making it easier than ever for a brand’s weaknesses to be exposed. It might be an understatement to say that audiences can be fickle on Twitter,…
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Six Brands That Are Killing It on Instagram

Advertising, Branding, Instagram, Marketing, Social Media
Having recently turned four years old, Instagram’s user base of just north of 200 million may pale in comparison to Facebook’s 1.35 billion, but the engagement rate for brands on this visually oriented app is hard to beat in the social media ecosystem. In fact, pretty much anyone who uses Instagram knows just how superior the ratio of likes and comments to followers on it is compared to other comparable online communities. Instagram makes it easy for businesses and consumers alike to share high-quality photos and videos with one another whenever, wherever. What’s not to like? Maybe that’s why such a tech behemoth as Microsoft didn’t just dip a toe into the Instagram waters, but jumped in with both feet last month, announcing they’ve hired a photojournalist who “will travel…
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