Laura Guitar

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So far Laura Guitar has created 4 blog entries.

6 Tips to Transform Customer Service in the Age of Entitlement

I have a vivid memory of my mother making a customer service call when I was a kid. A shocking new channel called MTV had suddenly appeared on our television. It was NOT appropriate viewing for her four children and needed to be removed from our channel lineup immediately.

She determinedly dialed up the cable company […]

By |October 29th, 2018|Blog Post|0 Comments

2018 is the Year of the Crisis—And We’re Ready For It

rbb Communications recently launched a new division—Reputation & Risk Advisors—that is focused on issues, crisis and reputation management. The question we keep getting is: Why now?

It’s true that rbb has provided crisis and issues management support to its clients since the agency’s inception. In fact, we cut our teeth managing an international crisis for a […]

By |January 17th, 2018|Blog Post|0 Comments

Lessons from DeflateGate and Tom Brady for brands and businesses

The most surprising thing about DeflateGate may be the astounding polarity in opinions about the recently announced penalties against the New England Patriots and quarterback Tom Brady.

One Facebook post suggested that we should “order the implosion of Gillette Stadium,” while others point to an absence of evidence and lack relative harm to suggest it’s all little more than media hype.

For those who may be unaware, Brady is being punished for not complying with an investigation into under-inflated footballs after an AFC championship game against the Indianapolis Colts in January 2015.

Certainly some of the extreme reactions can be ascribed to existing NFL loyalties and animosities. But it seems to have moved well beyond the realm of sports fans. If everyone is going to have an opinion, are there relevant learnings here for anyone other than NFL teams and their quarterbacks?

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By |May 13th, 2015|Blog Post|0 Comments

It’s about more than winning: 4 benefits of an award-entering culture

It’s possible some might feel industry awards are a bit self-serving – patting oneself on the back for a job well done.

However, those organizations that take pride in the process might receive something much greater than agency self-aggrandizement. The reality is that industry awards often make the work itself better.

For agencies at which award entries are part of the standard operating procedure, there is a resulting orientation toward certain key behaviors that can elevate an agency’s overall performance.

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By |May 5th, 2015|Blog Post|0 Comments