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Antennagate – Why did Apple let such a simple problem become a corporate disaster?

I am continually amazed at how companies can let simple public relations matters become total corporate disasters. Most recently we have discussed PR disasters such as the BP Oil Spill, Tiger Woods, Toyota and John Edwards. Denials and cover-ups make the story bigger and harder to resolve. We can now add Apple to the list [...]

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Stick to Your Values: Amazing Customer Service from Zappos

The internet is laden with examples of bad customer service. When customers are dissatisfied, they immediately take to their blogs and Twitter accounts to let everyone know how they were wronged. Last week, however, there was an amazing customer service story buzzing around on the internet. An internet site run by Zappos, a Las Vegas [...]

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