Tag Archives: customer communications

How AT&T Got It Wrong

March 4, 2024

Check out VP Maria Boos’s quick, sharp review of AT&T’s crisis response messaging after the service outage: what they did right, and where they went wrong by not focusing on four classic crisis communications principles.

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Bridging the Great Divide

June 8, 2023

When you bridge the divide between marketing and transactional communications, the opportunities multiply. Good customer communications not only allow you to consistently deliver on your brand promise, they can also deepen customer relationships and reduce service costs. Done right, there are no more “necessary evils.” All communications can help build your brand and drive business results.

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