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  1. Kait
    September 14, 2015 @ 9:56 am

    Excellent use of Maya Angelou’s quote here – “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” So true, and so important to remember, in PR and in life!

  2. Deirdre Breakenridge
    September 14, 2015 @ 9:59 am

    I agree, Kait! Corina really drives home the point on “best possible experience” with this quote. Thanks for sharing your thoughts with us.

  3. Corina
    September 14, 2015 @ 11:46 am

    Indeed Kait, it works in PR and in life. Thanks so much for your comment.

  4. Jane Tabachnick
    September 15, 2015 @ 12:30 pm

    Great post Corina. It’s been shown that the folks who talk about your brand [your unpaid PR team in a sense] are the ones who are thrilled with you or are pissed off!

    Customer service can play a large role in creating or determining the outcome of an interaction. Kait picked a perfect quote to illustrate this.

    A software company lost me as a client last week when their support person insisted that I was to blame for their issue I had with their software- that I hadn’t used it right, and therefore wasn’t offering me any support to resolve the problem.

    The experience with the software company was followed by an interaction with a company that demonstrated exceptional and unexpected service; it prompted me to write about this very topic for my own blog this week!

    Any perception by a company that CS isn’t part of their PR is sadly misguided.

  5. Deirdre Breakenridge
    September 15, 2015 @ 12:41 pm

    Jane, I agree. It’s a very sad day when CS is not a part of PR. Looking forward to reading your post on the topic. Please share when it’s published. Thanks!

  6. Carrie Morgan
    September 15, 2015 @ 1:19 pm

    It’s easy to forget just how big a part customer service plays in reputation – and what is PR if not about building and managing reputation? Branding? It’s not just about news visibility, it’s about building that reputation, that trust, that brand journalism, that influence…

    Great post, Corina!

  7. Corina
    September 15, 2015 @ 2:27 pm

    Thank you Jane. I have had my share of that kind of experiences as well. It’s a shame how fast you can lose a client when two of same company’s departments don’t communicate with each other.
    Looking forward to reading your post.

  8. Corina
    September 15, 2015 @ 2:30 pm

    Indeed Carrie. The two go (or should go) hand in hand. Most of times, what PR department builds, a small error in CS ruins everything.

    Thank you Carrie!

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