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Topic: Customer Service

How Virgin Turned a Viral Story of Missed Connections Into a Customer Service Coup

Positive press and a happy ending, for the price of 2 tickets

Sometimes when a business helps someone out of a tough spot, the good deed can be its own reward. But sometimes, it can also be a spectacular marketing move. That's what…

Get a Crappy Present? Zappos Will Trade You a $100 Gift Card and Give the Gift to Charity

Regardless of where it was bought

Face it, we all end up with the occasional unwanted gift, and returning them can often be more trouble than it's worth. But Zappos is trying to fix that. For the…

If Twitter Goes Beyond 140 Characters, Brands Will Follow With More Customer Service

But players debate if it's good for marketing

If you enjoy the back-and-forth Twitter exchanges between brands like Target or Delta and their querying customers, you'll like what could be coming soon.  Re/code reported today that Twitter is planning to increase the…

Big Brands Got 105% More Twitter Engagement During Q4

Consumers are 'becoming more comfortable' with them on social

Big brands are evidently getting much better at Twitter. The social analytics player Simply Measured today said total engagement for marketers jumped 105 percent year over year in the fourth quarter.…

Lithium Calls Klout Acquisition a 'Relaunch'

All-stock deal valued at $200 million

Lithium Technologies paid $200 million for Klout, the social media scorekeeper, in a deal made official today. Lithium CEO Rob Tarkoff said the addition of Klout signifies a relaunch for…

Spotify Thanks Customer With Custom Playlist Featuring a Secret Message

Gesture looks and sounds just about perfect

Here's a customer-service story that will be music to your ears. Someone on the Spotify team created a custom playlist yesterday thanking user Jelena Woehr for some positive feedback she…

How Chili's Got Nearly a Million Likes by Fixing a 'Broken' Burger for a Girl With Autism

Another touching customer-service triumph

We've mentioned before—notably in last summer's Panera case—how random acts of kindness in customer service can snowball into massively positive PR when the customer involved relates the story poignantly through…

When They Find What You Left on One of Their Planes, Southwest Will Send You a Poem That's Lame

'But it's the thought that counts, right?'

Did you leave something on a Southwest Airlines flight? Don't worry. If they find it, they will send it back to you—along with the added gift of an unbearable poem…

Data Points: Social Faux Pas

As consumers go online to vent, fewer than half of companies are ready to react

With the ability of social media to amplify a single negative customer experience, you'd expect every company that cares about its brand to have a plan in place to deal…

Comedian Rips Time Warner Cable in Hilarious Newspaper Ads

Flight of the Conchords regular Eugene Mirman put his sense of humor, and a couple of thousand dollars, into some newspaper ads lashing out at Time Warner Cable's incompetence and…

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