I realize I’ve been discussing customer service a lot since 2011 started. The integration of customer service and PR in social media is such an enamoring topic, that I can’t seem to stay away!

As great as customer service can be through social media and real-time responsiveness, there seems to be a growing trend that puts a damper on the whole customer service aspect of social media. It seems that companies are relying on responding more and more to public complaints via social media rather than providing key customer service from the beginning or even responding to private complaining. I think the companies need to remember the customer’s satisfaction ALWAYS matters regardless if they blog about it or not.

I’m afraid that companies are going to start responding to complaints based on the complainer’s online influence as more and more consumers turn towards business interaction on social media. Do you see the same thing happening?

Fortunately, I experienced a bright light in customer service last night. My girlfriend and I wanted to grab a quick dinner, so we went to Chili’s (classy, right?) The meal was great for the price, but I am still ecstatic over the service we were provided from beginning to start. Our server, Tom was kind, prompt, and seemed to genuinely care about our experience under his services. I was already going to leave a nice tip for him, and then as he left our receipt he said, “It was great meeting you guys.”

Wow! I can’t remember the last time somebody offered that kindness in a restaurant. That one sentence just hit me. I added a couple bucks on to the tip just for that, and I plan on sending this post to their manager and corporate. Tom didn’t see our interaction as a consumer-business transaction, but as a relationship between himself and his guests. That is a powerful and revolutionary way of looking at business. Tom, the pleasure was all mine.

Even as business becomes more and more digital, businesses have to start thinking of their customers as guests. Its not easy, but I want to hear businesses say it was nice to ”meet” me whether our interaction was on person or in line. Trust me, if you’re a business who meets their consumers and builds relationships; as brief as they may be, your guests will come back to meet you over and over.

Another Super Bowl champion crowned, another set of advertisements to critique.  I wouldn’t say most, but a great deal of the 100 million plus viewers of the Super Bowl watch each year with more interest in the commercials than the actual game.  Since I am a huge sports fan regardless of who’s playing, I can’t say I watch the game for the commercials.  That being said, I do love seeing what the companies and firms churn out for the game.  So, after seeing all of the Super Bowl XLV (a lackluster group if you ask me) I think I’ve decided on my favorite.

Everyone’s favorite is usually the one with the best punch line or the one that makes them laugh or want to watch over and over.  I love the funny commercials and if I was picking the funniest commercial I would have to go with Volkswagon’s Darth Vader Commercial. But since I am picking the BEST ad, I’m going with Chrysler’s Chrysler 200 ad featuring Eminem.  A great ad should leave us with something more than a laugh or product pitch.  It should captivate us and promote an experience or emotional response rather than a mere product.  The Chrysler ad did those things forcefully.  It gave us an extended look into the city of Detroit and showed the fire and passion of a city that has fallen on some hard times.  Chrysler really makes you believe though that this city may be down, but is far from out. That’s as powerful a message that I’ve seen in ad.

Its not the same style , but it reminds me of the impact the legendary Apple “1984” commercial.  It was a spot that made me change my perpective of an aspect of the world around me.  What more can you ask from a Super Bowl ad?

My Honorable Mention is Verizon’s iPhone ad.  It was funny and forceful.  If there was any question of their determination to crush AT&T, it was made in those 30 Seconds.  Verizon: We can hear you now; louder than ever.

What do you think? Did you like these ads? What were your favorites and least favorites?

For a couple of days, I’ve been planning a trip up to Boston over my spring break to visit some of good friends up in Bean Town as well as get some interviews for PR TV. With all of this excitement, my #Follow Friday choice was easy.

I have to recommend Boston University student and Blogger Tina Yip. I became acquainted with Tina through Twitter earlier in 2010 (shout out to #prpillowfight!) and we met up a couple times for dinner while she was in NYC over the summer for an internship.

Each time we met, it seemed much more like an office brainstorming session rather than dinner between friends. The amount of intellect and ideas that were traded in those conversations continue to motivate and inspire me. Oh yeah, she helped me think of Tweet Drive…but no big deal.

Don’t take my word for it. Connect with Tina and you’ll instantly realize how smart and motivated she is to succeed in Public Relations, Marketing, and Social Media. Not to mention, she shows a great deal of her humorous and true personality through her Tweets. She is easily going to be one of the young pros/students to watch for years to come.

I interviewed Valerie Simon before she spoke at the PRSA NY HR event, and we got a chance to discuss #HAPPO, #PRStudChat, her awesome kids, and the changing PR industry.

From PRTV: My 60 Second Book Review of Josh Bernoff and Ted Schadler’s “Empowered.”

I thought it was a very good read, and made me realize that I’m never too young to look at a bigger picture. Although complex at times, this book got me feeling innovative and more knowledgeable about connecting with costumers in any industry. It may not be a PR focused book, but I am definitely a better PR professional after reading Empowered.

This week’s #FollowFriday choice was easy and frankly, long over due.  I have to recommend one of close friends Kyle Harty.  Kyle is a recent grad from Penn State University and is kicking some ass in the Public Relations/Social Media world.

You know how we read stories every day about the job market and how its so tough for college grads to find work? Kyle has been a Social Media Coordinator at Neiman Group in Philadelphia since he graduated.  The way he got this job is even cooler, and you can hear him talk about it when I interviewed him and a past #FollowFriday recommendation of mine Jeff Gibbard for PR TV. (Shown Below)

Foward to the 8:45 mark to hear him talk about how he landed at Neiman

I’ve had the privilege of grabbing dinner with Kyle pretty regularly because we’re from the same area, and by just talking to him, you understand why he’s a rising star in social media.  While he may not be tweeting through out the day (due to client work), he clearly has the instincts and knowledge of the social media spectrum that will enable him to be a leading voice in the industry as he continues to grow.

I think one of the main things that sets Kyle apart is that although he doesn’t have his own company, he has an entrepreneurial approach to his career. He is always looking for ways to innovate and find new opportunities for him to succeed, and you can definitely see a entrepreneur mindset in him.

Like my other recommendations, Kyle isn’t someone you can follow in 140 characters.  Connect with him, learn from him, and I promise you’ll be a better communications professional or student.

His only downside is that he graduated from Neshaminy High School….

Interviews with PR leader and author Deirdre Breakenridge for my latest project Public Relations TV (PRTV)

This past Friday was relatively quiet as I stayed home with my girlfriend and sister to just hang around and watch a movie or two.  That kind of night calls for one meal and one meal only…pizza. I usually order from a local shop that has some of the best pizza I’ve ever had; but being on a tight budget, I ordered a couple pizzas from Dominos.

Now Dominos definitely improved their pizza but the quality still doesn’t compare to my favorite spot.  That being said, I ordered online since I remember how cool their online order tracker was.  I have to admit, being able to track my order is fun and you can tell that it improves their productivity, since they have a timeline that we, the consumer can watch now.

From the moment I placed my order through my last bite, I thoroughly enjoyed my Dominos experience.  This experience reminded me of a recent post from Networking entrepreneur Ivan Misner, in which he discussed his recent experience with Apple.  He was thrilled with his experience at his local Apple Store as it was more than JUST customer service.

I’ve been reading a lot about customer service lately and now that social media has enabled customer service to reach new heights, social customer service is starting to become standard practice for any business that wants to continue its success and relevance.

What sets companies like Apple, Zappos, and even Dominos apart is their offering of a CUSTOMER EXPERIENCE rather than customer service. They are going to another level of customer interaction and that should be the new standard.  In 2010 we established a new integration between PR and Customer Service and now we should look to extend that precedent in 2011.

Service is great and frankly expected – The experience is what develops loyalty and creates “champions.”

This week’s #FollowFriday post goes to my good friend Shaunice Hawkins.  One of the most giving and genuine people I have met in the professional world, Shaunice was an obvious choice for this post.

Shaunice is CEO at Evolutions Consulting, LLCin New York and the author of the new book Passion…Who Needs It.  I met Shaunice through my involvement with Kidult.com, where she was the organizer for their first Youth Leadership Conference in New York last summer.  Although we had only spoke a few times via email before the conference, Shaunice treated me like family from the moment I walked in the door.  Right then and there, I knew Shaunice was someone I would want in my corner as I grow in the professional world.

Shaunice also helped me promote the New York City Tweet Drive, and was so dedicated to the success of the event while asking for nothing in return.  This is the kind of person she is.  She is more willing to share and assist rather than focus on herself.

Don’t let what I’ve just said fool you though.  Shaunice is an intense worker who is always intent in making sure her work is precise and her projects live up to their full potential.  Trust me, I saw her in action at that conference!

Although this is a #FollowFriday post, Shaunice is someone that you don’t want to just follow on Twitter.  You want to follow the example she sets and the work she puts out every day. I know I may seem overly nice, but I couldn’t think of any other to describe why you should follow Shaunice. Learning from her can’t be confined to 140 characters.