I see customer service as how a company engages with its customers, and I think we can agree that branding plays an integral role in that. Branding isn’t what you say about your company, it’s what your customers believe about your company (not sure who said that but if you know, let me know). So these two things go hand in hand. Nic Hume contacted me recently to guest blog about the recent incidents regarding a Letter to the Editor in a local island newspaper and the actions taken by one of it’s online advertisers. Here’s his story, in his words:
Some time on March 27, 2013 the Nanaimo Daily News (NDN) published a letter from a reader containing some extremely hateful commentary about Canadian First Nations people. The specifics of that letter aren’t important right now, but what happened afterwards is.