How long should it take you to respond to a customer query?

Customer service is undoubtedly burgeoning via social media channels. It gives me a thrill to see the great levels of online help being provided on Twitter, Facebook and in other forums by banks, airlines, telecommunication companies and more. These organisations have lauded social media as an integral part of their customer service efforts. In fact,…

The worst part of any corporate publication

What’s your favourite part of a government magazine or corporate brochure? I’m going to sweep aside any notion that you don’t read and enjoy government magazines and corporate brochures … so I can sail into one of my pet peeves. Because surely your favourite piece of any of these glossy publications is: the welcome message…

Two tips for personal branding + social media

I can’t believe I haven’t blogged on this before. I often get asked to speak about personal branding, I’ve given a few university lectures on the topic and also include it in my individual coaching sessions. So here goes …  For some of you, personal branding + social media may sound like bullsh*t. The concept…