I find SOS columns interesting–and not because of the plight of the person seeking help. For those who are not familiar, SOS columns feature everyday citizens who need assistance in resolving their issues, which typically include not receiving a service for which they paid or not receiving a refund that’s owed to them.
These citizens talk to customer service reps, supervisors and managers and still hit a dead end. It’s only after the SOS reporter calls the company and talks to the media rep that the situation gets resolved. Continue reading “When PR Has to Do the Job of Customer Service”
I am honored to have been named one of 
In the business world, the concept of exploitation vs. exploration is important for long-term success, but deciding which direction to go is never easy.