Converting angry customers, from DIMA 2014
•Download as PPT, PDF•
2 likes•641 views
This document appears to be notes from a talk given by Bill McCurry and guest Gary Pageau on turning angry customers into ambassadors. The talk discusses pitfalls and opportunities of social media, privacy issues related to work and personal life blending online, and tips for responding to negative customer comments, which include always responding, never fighting, taking disputes offline quickly, and following up.
Recommended
Recommended
More Related Content
Recently uploaded
Recently uploaded (20)
Featured
Featured (20)
Converting angry customers, from DIMA 2014
- 1. “Turning Angry Customers into Ardent Ambassadors” With Bill McCurry Special Guest: Gary Pageau Note: Opinions expressed are those of McCurry and not necessarily endorsed by PMA, CES or any intelligent being. Proceedings are tape recorded. McCurry Associates
- 2. Pitfalls and opportunities of Social Media
- 3. 21st Century Privacy 1. 2. Your “work” life and “personal” life are the one and same You’re not as funny as you think you are McCurry Associates
- 12. 1. Always respond 2. Never fight 3. Take it offline as fast as possible 4. Follow up McCurry Associates
Editor's Notes
- One Tweet can’t make a career, but one Tweet can derail a careerJustine Sacco, a director of communications for InterActiveCorp (IAC) (whose holdings include television production company Electus, dating sites Match.com and OKCupid, and the video site Vimeo) may have learned that lesson the hard way after posting what many have referred to as the ‘dumbest and most offensive tweet’ of 2013.
- What’s changed? Guess what, your customers have always complained. You just never heard about it. Today’s consumers are empowered. And, with great power comes great responsibility, right?