by Mark Hass
May 10, 2010
Edelman, the world’s leading independent public relations firm, has acquired MH Group Communications and merged it into Edelman’s Digital practice.
Please visit www.dispatchesfromchina.com for blog posts from Mark Hass, who now works as President of Edelman China while also overseeing activities involving former MH Group clients.
by Mark Hass
Feb 09, 2010
Toyota Motor Corp.'s President Akio Toyoda bows during a news conference at the Toyota headquarters.
A few years ago, it would have been considered lunacy to predict that Toyota, long the icon of quality among global automakers, would find itself in a reputational freefall.
In most of the 15 years I have worked on public relations and marketing programs with various automakers, including Toyota, one thing had always seemed clear: Toyota was an unstoppable manufacturing leader against which all other carmakers would be judged.
Dec 17, 2009
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The large number of high profile social media customer service disasters experienced by companies such as United, Comcast and HP make it plain that any company whose consumer products could conceivably require customer service issues must have a process in place to identify and address customer service issues in social media.
While previously a dissatisfied customer might tell ten friends about his experience, a dissatisfied customer using social media can tell thousands. Even worse, the online record of the complaint stays on the Internet eternally for all to see.
The basic strategy of a social media customer service program should be to: more…