Crack The Customer Code

How PR & Marketing set up the customer experience What Shonali Burke, PR maven, has to say about the intersection of PR and experience Customer Hero: AMC creates a rich and interactive experience for The Walking Dead viewers and fans   How Public Relations and Marketing Set Up the Customer Experience     The messages created about products, services and brands set expectations for customers. This can go both ways in helping brands over-deliver or under-deliver on the experience.     Adam & Jeannie discuss the high-brow movies of Die Hard and Snakes On A Plane as illustrations of setting expectations.     Discussion begins at 1:58.     Shonali Burke, President & CEO of Shonali Burke Consulting     Shonali discusses what to do when a terrible customer service story results in horrible PR. She covers why we’re all reporters now, how fast everything moves and why saying sorry is vital to recovery.     Find out about Shonali’s approach to social PR to build a team of champions who are engaged