Posts tagged as:

customer service

It all began with one little tweet

September 21, 2010

Image by Thomas Hawk via Flickr I ran across a very interesting, still developing case study in social media policy last night that serves as an excellent example of the way human resources will be involved in making decisions about social media behavior in the future.  Please note, what I am writing about here is [...]

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The “Delta customer service responds via Twitter” post

July 7, 2010

Image via Wikipedia Thanks for doing the right thing, Delta! I wrote a post the other day about my worst travel experience of all time, which took place while flying home via Delta Air Lines from the SHRM Global Conference.   I won’t bore you by repeating the details.  It was annoying and inconvenient, and I [...]

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My Onboarding (and offboarding) Experience with Delta Airlines

July 2, 2010

Five Planes from San Diego to Tampa As you may already know, I attended the 2010 SHRM Global Conference earlier this week.   I flew out to San Diego on Saturday June 26th, and planned to return home on June 30th, which was the last day of the conference.   The trip out on Delta Airlines was [...]

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Build a better HR brand by managing your touchpoints

May 5, 2010

Touchpoints define your brand What is a touchpoint?   A touchpoint is occurs each and every time your brand comes into contact with a customer, an employee,  or a vendor. When combined, these interactions combine to form the aggregate impressions of your business that  is typically referred to as your brand.     Companies with great brands work [...]

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HR people are the smartest people in the room

November 8, 2009

Image via Wikipedia Be smarter than your competition Back in the stone age when I actually used to have a weekly newspaper subscription, I made it a point to read the Help Wanted ads every week.   I didn’t do this because I was engaged in a never ending job search.  I did it because it [...]

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