Word of Mouth Still Primary Source for Recommendations

Originally written for the Kansas Credit Union Association website. When people need advice, they turn to their family and friends. They ask everything from "where should we eat tonight?” to "need a great babysitter” to "looking to change doctors…” Why wouldn’t they ask about financial institutions? This is where your members come into play. If … Continue reading Word of Mouth Still Primary Source for Recommendations

Communicators Need to be “In the Know”

Originally Published on CUinsight.com, a credit union and financial news media site. Every morning I read the local paper, and go online to check national news sources and social media sites. I like to know what has happened while I was asleep. Not because I need to be “in the know,” but because it’s important … Continue reading Communicators Need to be “In the Know”

Caution: Watch for Falling Tweets

The most recent twitter mishap happened during the presidential debate a few days ago. The official KitchenAid twitter account tweeted an offensive post about President Obama’s grandmother, who died four years ago. It was an unfortunate mix up between a personal twitter account and a brand twitter account. KitchenAid joins the company of many who … Continue reading Caution: Watch for Falling Tweets

Customer Service in a Social World

In the old days, customer service meant a friendly, knowledgeable employee helping a customer in person or on the phone. Wikipedia says customer service " is a series of activities designed to enhance the level of customer satisfaction..." Fast forward...in addition to in-person and telephone customer service, businesses are now expected to be available via … Continue reading Customer Service in a Social World

A Simple Tweet can Turn Sour in an Instant

Early Friday morning, a lone gunman opened fire during a showing of Batman in a movie theater in Aurora, CO. People were killed. People were hurt. It was all over social media as well as traditional media. It’s a tragic situation. Later that same morning, two organizations tweeted unfortunate posts, because they were unaware of … Continue reading A Simple Tweet can Turn Sour in an Instant