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Pinnacle Worldwide Forms Alliance to Offer More Global Coverage

Coles Marketing Communications is the Pinnacle Worldwide representative in Indiana

Pinnacle Worldwide, a global network of independent public relations agencies with more than 50 offices worldwide, including Coles Marketing Communications in Indianapolis, has formed a strategic alliance with 27&More, an international public relations network covering 44 countries.

Established in September 2007 in Frankfurt, 27&More began as a partnership of prominent European PR agencies which all had one main focus — to provide strategic communication services with flexibility, effectiveness and an integrated approach to worldwide clients. Individual members of both Pinnacle Worldwide and 27&More have long-standing business relationships. Coles Marketing Communications is the Pinnacle Worldwide representative in Indiana.

“This alliance between Pinnacle Worldwide and 27&More gives firms like Coles Marketing Communications the opportunity to reach an even wider landscape of global coverage for their clients,” said Coles Marketing Communications Vice President Brian Coles. “It will help firms within the partnership continue to thrive and establish high-quality practices, concepts and relationships in an ever-changing business landscape.”

Ruud Bijl, President of Bijl partners in public relations in the Netherlands, and President and Co-founder of 27&More said, “The strength of our new alliance lies in the fact that we have hand-picked the best consultancies in each country rather than relying on ‘outposts’ of a big brand to deliver. That means quality consulting delivered by experts wherever the need, and for brands seeking sound strategic support and quality delivery regardless of location. That’s a very strong offer indeed.”

“With our combined strength providing access to highly-respected offices around the world, this partnership expands the reach for our clients and members alike,” said Donna Vandiver, President and CEO of The Vandiver Group, Inc., in St. Louis, Mo., and President of Pinnacle Worldwide.

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Customer Service with a Smile

Just less than two weeks shy of my wedding day, I found something that translates from pre-wedding “goof ups” by vendors to public relations, marketing — and the world at large. And that is customer service.

Just as each vendor should bend over backwards to fix their mistakes and make my order correct, so should we in the public relations/marketing industry do so for our clients. Courtesy of About.com, here are a few ideas to keep in mind:

  1. Don’t make promises unless you WILL keep them. Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. Think before you give any promise – because nothing annoys customers more than a broken one.
  2. Listen to your customers. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
  3. Deal with complaints. No one likes hearing complaints, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service.
  4. Take the extra step. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
  5. Throw in something extra. Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting.

So the next time, remember customer service with a smile — and hopefully the rewards will follow. [I wrote a thank-you e-mail after a company promptly corrected their mistake and rushed my order — they said how appreciative they were to get the good news!] 🙂

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