While one of our vendors (hint: telecommunications) wants to charge an Early Termination Fee for service that malfunctioned for five straight weeks until we were forced back to their competitor, I am issuing a four-figure credit to a client for work they contracted before later changing their minds. Billing for “early termination” is easy work when you get it, [...]
Posts Tagged ‘Reputation Management’
Reputation Management Case Study: Kryptonite Bike Lock Co.
“Engaging with consumers” is a popular buzz phrase today. But with blogs, forums, Twitter and texting widespread, consumers are now effectively in control of your brand – like it or not.
What happens when the unthinkable occurs? Delta Air Lines and Dell Computers are two companies that have experienced the wrath of indignant customers armed with [...]
