Archive for 2012

  • What started out as a customer service “don’t” for FedEx has turned into a PR “do.”

    We’ve all watched—all 9 million of us!—the YouTube video of the FedEx employee carelessly tossing a computer monitor over a gate and on to the lawn of his customer. In case you haven't, here it is:

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  • By now you've likely read about the negative press Best Buy has been receiving, and you may have even read the CEO's blog response to the coverage. This response has been receiving the predictable praise and pans from various circles of the blogosphere...and with good reason. There are some things the response managed to achieve very successfully, and in my opinion there are some things Best Buy could have done better.

    Borrowing from Mr. Dunn's own blog technique, here is my take on both:

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