WAINGER
WISDOM
In this blog, we explore what it takes to engage, inspire and connect whether you are building a personal or organizational brand.
Join us in this ongoing conversation about creating effective leadership communications with strategies and tactics that foster understanding and motivate people to act.
Join us in this ongoing conversation about creating effective leadership communications with strategies and tactics that foster understanding and motivate people to act.
Communications Planning: Communication Takes Practice
An advertisement on the Washington, DC, Metro stated boldly: “Happiness is being able to order food without having to talk to anyone.” If happiness is about further limiting one’s contact with other humans, even for simple transactions, it spells trouble.
The Customer Service Wall of Shame
A few weeks ago, this blog highlighted some terrific customer service experiences, a rarity these days. Rudeness, inefficiency and callousness seem to be the norm in the relationships between companies and the people who buy and use their products and services. One of the places where customer service can be particularly bad is the doctor’s office and medical facilities where one would expect it to be otherwise.
At Last, They Get It–It’s Customer Service, Stupid!
Many companies have finally realized that customer service matters. After all, competing on price alone will only take you so far. In this age of press 1 for an automated voice that reads out another list of menu items that don’t match your situation, getting a pleasant and helpful person on the other end of the phone or in the store can make all the difference in brand loyalty. And when your product isn’t really all that different from your competitors, you win by making customers happy.
Crisis Communications: Penn State, Now What?
Today I got a notice that the bill for the second-semester tuition for my daughter at Penn State is due. As I read that email, I was reminded of what a colossal failure and tragedy this scandal is on so many levels, least of which is how the university is managing any form of crisis communications with key constituents such as parents, donors, alums and the students themselves.
A Public Relations Lemon Becomes Lemonade
St. Mary’s College of Maryland, a fine, public liberal arts institution, faced a big problem. Mold sickened students and displaced 250 of them from their dorm rooms. What did the college do? It found a cruise ship to provide temporary housing while they remediate the mold problem.
Communicators: Let’s Declare a Language War on Jargon
In a recent post, web PR and marketing guru, David Meermon Scott complained about the use of gobbledygook,which distances organizations from their customers, and urged his readers to start speaking in plain language. The biggest perpetrators of goobledygook are the people who should know better: professional communicators.
Tune Up Your Writing; Communicate More Effectively
In America today, there is a writing crisis. Too many people cannot put together a coherent paragraph or a cogent email. Our digital world requires MORE writing not less. Among all of our presentation skills, writing is the most critical.
Public Relations: Communicating Is Hard To Do
With all the means we have to communicate today, sadly it seems we understand each other less. Recently, there was a sprited discussion on Linked In’s Public Relations and Communications Professionals Group, triggered by an article in Forbes, entitled, Young people stop just Texting me and Give me a Call once in a while, PLZ!
Inspiration: Communications Planning for Philanthropy and Social Change
At The Communications Network conference last week in Boston, there many valuable and practical insights into how to build better communications planning around philanthropy and social change. But what was most valuable to me were the provocative questions and inspiring stories that so many of the speakers provided.
The Customer Service Power of a Singular Message
These days when you have a pleasant experience with any company, it’s almost a shock rather than the norm. Often times, there is a huge disconnect between what the advertising messages say about the company and what the company actually delivers.
Liz Wainger says:
Liz Wainger says:
Liz Wainger says: