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What Your Customers are Really Telling You

How do we keep customers satisfied and loyal for the long haul?

Andrea Ayers Corporate Reputation , Personal Effectiveness , Public Relations October 14 2009
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Unsubstantiated Public Attacks: Learning from the Toyota Recall Crisis

When faced with serious recalls in late 2009 and early 2010, Toyota had important strategy decisions to make. Though they knew that there were not any engineering flaws (as NASA confirmed in 2011), Toyota decided to take the blame. Instead of pointing fingers, the Japanese automobile manufacturer dealt with the crisis in a way that made them stronger as a brand. What can other companies learn from Toyota’s PR nightmare?

Jeffrey K. Liker and Timothy N. Ogden Crisis Management , Leadership , Leadership & Strategy , Marketing & Sales , Public Relations June 13 2011

The Power of Passion

How your company thinks about customers determines your revenue.

Drew Morris Corporate Reputation , Leadership & Strategy , Public Relations August 18 2009

The Impact of U.S. Media Going Global

  Buoyed by consistent increasing traffic from outside the US and a rising global appetite for the US news, US [...]

Fayazuddin A Shirazi Global Business , Marketing & Sales , Public Relations August 11 2008

Over-Surveyed Nation: ‘Your Opinion Is Important to Us!’

Gone are the days when you might get the occasional survey request in the mail, or — dreaded — on the phone. And remember those postcards in hotel rooms asking you to comment on your stay? So 1990’s. Now, it’s digital, and it’s relentless.

Jeff Hunt Branding , Marketing & Sales , Public Relations December 6 2011

How (Online) Cynicism Destroys Brand Equity

Data leaks and government surveillance have spillover effects for consumer brands causing web privacy to become the new luxury. Now is the time for luxury ecommerce leaders to seize the high ground and cultivate customer loyalty in fresh ways to combat growing, global consumer cynicism.

Marvin Goodwin CEO Briefing Newsletter , Marketing & Sales , Public Relations January 5 2014

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