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Monthly Archives: October 2014


#047: If You’re Going to Complain, Don’t Do it on a Voicemail

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On this episode of the UnPodcast, we talked about how to win customers for life, right and wrong ways to complain if you’re unhappy with the service you receive, and the over the top behavior of a restaurant owner in response to a negative Yelp review.

We also discussed issues that “kids these days” face compared to when we’re growing up, and how parents should handle it. Continue reading

#046: The Misuse of Social Media Stats and Hashtags

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On this episode of the UnPodcast, we talked about how people misuse stats. We discussed the importance of looking at stats within the context of the bigger picture and how the real story is often buried by hype.

We also discussed what you can’t do with hashtags, whether or not hashtag campaigns are a good idea, and what brands should do when they see that a hashtag is trending.

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#045: How Airline Apps and Employees Can Make Traveling a Pleasure

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On this episode of the UnPodcast, we discuss both good and bad examples of how airlines make things better (or not) for their customers.

Among other things, we discussed a major mistake United Airlines made when responding to a customer complaint, how a Frontier Airlines pilot turned a delay into a party, and how Malaysian Airlines once again put their foot in their mouth, with a distasteful promotion.

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#044: Fake Testimonials and Other Ethical Business Issues

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On this episode of the UnPodcast, we talked about the issue of people working for slave wages, and how you get what you pay for on sites such as Fiverr.

We also discussed ethical issues surrounding practices such as paying for testimonials without disclosing that they are paid for, and how because of fake reviews, you have to take all reviews — whether positive or negative — with a grain of salt.

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