Schwab’s “Talk to Chuck” ads demonstrate that they get authenticity. Yet they continue to lay off employees with little explanation – and that causes breakdown in client relations.
Comcast is on Twitter. You can tweet them about anything you want at any time of day, and they may just respond. Yet they’re charging me $200 a month for a broken cable signal, and it takes an hour each time to get the issue resolved by phone.
NCM Fathom, a client of mine, has an exceptional consumer following on their Facebook fan page, but their legal department forbids the blog development to further boost SEO and brand loyalty.
We’ve come a long way. But there’s further to fly.