Flack's Revenge

DECEMBER 7, 2020

Think of Google PageRank, the web indexing algorithm that helped make the company the unrivaled search leader and giant it is today; or Facebook’s newsfeed algorithm, or Amazon’s one-click online shopping and recommendation engine. Examples in more modern day tech are all around us, but might not jump out. Not necessarily.

How To 194

How To Wikipedia Engineering Web 194

Communications Conversations

FEBRUARY 1, 2022

For years, we’ve been debating the merits of “gated” content on the web. That brands should give it all away in hopes that leads will eventually come in all on their own. That brands should give it all away in hopes that leads will eventually come in all on their own. The chart below says it all.

Privacy 88

Privacy Content Marketing Google Web 88

5W PR

NOVEMBER 23, 2020

As such, it viewed and ranked companies across three categories – web, mobile, and cross-channel. To get there, they had to score best practice adoption rates of at least 63% on the web, 72% on mobile, and 82% cross-channel. Once considered a nice to have service, BORIS is now essential for many brands.

Retail 88

Retail Mobile Study Web 88

Critical Mention

NOVEMBER 5, 2019

Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. Social Media Delivers Brand Clarity. Start delivering clear messages to your targeted audience about your brand and its products with social media.

Social Media 105

Social Media Media Customer Service Radio 105

Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Areas of investment in digital PR The main areas in which brands are spending their digital and social media budget are: video-based content (58%), paid social media activity (58%), and web design and build (47%).

Digital PR 78

Digital PR Report Communications Crisis Management 78

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t.

Infographics 60

Infographics Customer Service Exercises Software 60

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. Conclusion: Do not fly Spirit.

Airlines 60

Airlines Reputation Brand Branding 60

Sword and the Script

AUGUST 4, 2020

The phrase is intended to account for the additional ways a person or company could earn visibility on the web, including traditional news – but more importantly beyond it. The company says the product is a brand-new design and uses both automation and manual curation to build out and maintain accurate contacts.

Media Relations 149

Media Relations Media Print Software 149

Waxing UnLyrical

JUNE 15, 2011

However, when it comes to branding, the opposite may be true. On Twitter especially, a new term has arisen called “humanizing a brand.” This refers to a business’ attempt to give their brands a human touch. Going beyond simply “personal” gives your brand more appeal, PR and potentially, controversy.

Brand 78

Brand Branding Customer Service Twitter 78

Onclusive

JANUARY 10, 2018

Brand lift, moving customers through the funnel more quickly, organizational efficiency, customer service, product development – the list goes on and on. I’m hoping that in 2018 marketers look beyond ‘just’ sales in their metrics.

Content Marketing 150

Content Marketing Measurement Interviews Marketing 150

ImPRessions - Crenshaw Communications

JULY 6, 2016

As PR measurement guru Katie Paine puts it, “The people brands are trying to reach simply will ignore everything most companies spew.”. Any PR pro who lacks basic SEO and web analytics knowledge should seek additional training, even if it’s basic free background like Moz’s analytics tutorial. PR today is about SEO.

SEO 204

SEO Analytics Measurement B2B 204

PR 20/20

JUNE 6, 2023

The platform is now a comprehensive suite of tools and services to help businesses with their marketing, sales, customer service, and operations. It’s ultimately designed to enable businesses to attract, engage, and delight customers throughout their buyer's journey.

Knowledge Base 52

Knowledge Base Customer Service System Analytics 52

Waxing UnLyrical

AUGUST 2, 2018

You are drowning in emails, ads and brand messages – and so are your prospects and clients. Gather feedback from your sales and customer service teams. Create a group of “client insiders” to provide you with feedback on new products or services. Instead, use hashtags that are already popular and align with your brand.

Content Marketing 49

Content Marketing Marketing Brand Branding 49

Flack's Revenge

JANUARY 15, 2020

After firing off an angry tweet , I got to thinking (always a bad sign); and reflected on a post I wrote over ten years ago: PR Moment of Truth (the title refers to a phrase from the customer service field ). In 2020 it is a different moment of truth, a different kind of reckoning.

Journalism 156

Journalism Ethics Customer Service Report 156

Rock the Status Quo

MARCH 30, 2015

Brand opportunities for its messenger app that could take public Facebook conversations to a private level – labeled Messenger Business – and an update to the comments feature could allow website-based comments to show up on a Facebook story. For PR pros wanting more brand visibility? ” Okay. Time will tell.

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Flack's Revenge

DECEMBER 5, 2018

What’s not safe is ignoring social conversations, especially those related to your brand and category. Interestingly, brands that take a stand, even a controversial one, are generally way ahead of those that sit on the sidelines. Have these changes affected your social media habits for personal brand building? Absolutely.

Social Media 149

Social Media Marketing Media B2B 149

Cision

OCTOBER 15, 2015

Ninety percent of brands have a presence on social media, but only 37 percent are listening closely to what their audiences are saying. Is your brand part of the majority of marketers risking failure? You can easily steer your brand towards success by implementing social media listening. Jeff Bullas. Scott Stratten.

Social Media 120

Social Media Media Employee Reputation 120

Waxing UnLyrical

MARCH 25, 2013

If you didn’t know I was a Chobani brand ambassador … well, I am. And that is they recognize and support their brand evangelists organically. Great service. He wanted to bring the brand to life in a physical space. Lessons in Listening and Customer Outreach From Chobani is a post from: Waxing UnLyrical.

Customer Service 101

Customer Service Travel Web Facebook 101

Cision

SEPTEMBER 19, 2016

Direct Messages are more dynamic than ever with read receipts, typing indicators, and web link previews. Google Hangouts and Skype are more or less extensions of traditional customer service. For anything from social care to promotional marketing, it’s not hard to envision these being important channels to reach customers.

Skype 120

Skype Facebook Customer Service Google 120

Prohibition

JANUARY 14, 2022

A PR crisis is a negative story about your brand that threatens the reputation of your organisation, causes reputational damage, or negatively impacts sales or stock value. In today’s world, a negative story about your brand or organisation could go viral in an instant. Your brand could be dragged through the mud.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Shift Communications

AUGUST 28, 2017

We’ve jumped on the bandwagon enough to insert our perspectives, our stories, and our brands into trending news stories. Today, we ingest thousands of news articles, millions of social media data points, web analytics, customer service data, CRM data – the list of data sources is nearly endless.

Analytics 96

Analytics Software Technology Data 96

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

As communicators, we will be increasingly asked not only to create relationships and generate coverage for brands and organizations, but to build the kind of relationships that actually influence behavior, and do so in a transparent way. ” Implied links are simply brand mentions that appear in earned or shared media.

Trends 124

Trends SEO Leadership Print 124

Waxing UnLyrical

NOVEMBER 3, 2014

this week’s roundup features seven posts from around the web focused on business lessons learned from politics. In this guest post for Jeff Bullas , Pete Hugh explores how you can use social media to gain traction for your brand. Customer Service, Richard Nixon, and the Silent Majority.

Customer Service 68

Customer Service Social Media Resources Government 68

Sword and the Script

FEBRUARY 5, 2019

At first glance it seems great, the brand is seemingly benefiting with some organic lift stemming from its paid efforts. For example, bring your PR and customer service teams into the advertising planning process. Part of the reason people lose their minds about customer service on social media is pure frustration.

Advertising 60

Advertising Advertising Social Media Twitter 60

Stephen Waddington

DECEMBER 30, 2019

Tackling fake news and disinformation: an ethical issue that strikes at the heart of practice The great hope of the web was that it would democratise the publication and sharing of information. The web and the internet have enabled communities to form around an organisation, topic or issue. What we do 5.

Government 103

Government Education Print Ethics 103

Beyond PR

JULY 28, 2017

But there’s one aspect of your business that I’d encourage you to pay more attention to — brand situational awareness. Why Leaders & Execs Need to Know How Their Brand is Perceived. But understand: having a vision of your brand’s status that is misaligned with reality can cause you and your team to make poor business decisions.

Employee 80

Employee Journalism Data Technology 80

Sword and the Script

MAY 14, 2016

The face of a nearly brand new iPhone 6s looked like a spider web. Likewise, when experiencing good customer service, 75 percent are likely to share about a good experience and 70 percent are more likely to use a brand’s product or service.”. So I turned to a local repair shop to see what could be done.

Marketing 60

Marketing B2B Local Customer Service 60

PR 20/20

NOVEMBER 30, 2022

Customer service? For instance, if you have extraordinary customer service, place your success rates or customer quotes across the home page to showcase third-party validation. As a starting point, track the following to understand how visitors are engaging with your site and finding your brand: Users.

Marketing 52

Marketing Technology Internal International 52

Prohibition

AUGUST 26, 2019

With content marketing and the use of social media continuously on the increase, producing noticeable stand out video content to share across platforms is a regular challenge for brands. Here are some of the videos we have delivered over the last twelve months: Goldsmiths – The Gift of Giving Video. International Women’s Day – Katy Shaw.

Case Study 48

Case Study Video Study Film 48

Waxing UnLyrical

AUGUST 18, 2014

This week’s roundup features seven posts from around the web that focus on attitude. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. Image: aussiegall via Flickr, CC 2.0.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

Waxing UnLyrical

FEBRUARY 15, 2013

Ideally, as a customer, I would love to engage with the brand through social media. H owever, recent stats show big brands do not bother to engage with their customers on social media. The experiment was conducted by sending 280 tweets over a span of 26 days to 14 of the biggest brands in the world.

Twitter 94

Twitter Facebook Social Media LinkedIn 94

Sword and the Script

JANUARY 7, 2020

Cision kept the press release distribution service, while Innodata, then operating as MediaMiser, got the Agility media database and the media monitoring solution. Agility was clearly the larger brand, had broader market penetration in the US and Europe and so the company kept the Agility name.

Tools 83

Tools Comparison Media System 83

wiredPRworks

FEBRUARY 11, 2016

Immediately upgrade your skills and achieve a much greater understanding of your personal branding, digital marketing and social selling potential. Taught in a quick-start format online at Ascend Training, this class is ideal for those who want to advance their branding, content marketing and social media skills. BRAVE BRANDING GUIDE.

Training 45

Training LinkedIn Marketing Pinterest 45

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. If good customer service is good marketing , then engineering a synthetically designed (and terrible) user experience in an effort to profit ought to be illegal. My threshold is 4.

Airlines 60

Airlines Travel Customer Service Crisis 60

Waxing UnLyrical

DECEMBER 20, 2012

People are already inundated with posts from brands; why would they want to see yours? Now you have a bulletin board that anyone can see, and come and ask questions on, so it is a simple and free customer service platform. Since I have no additional support, I am finding growth hard. Because the network is flawed.

Community 93

Community Facebook How To Web 93

Sword and the Script

NOVEMBER 5, 2019

The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. Internal data such as survey responses, call center data or customer service email data according to a company representative. What sort of data? Why would you do this?

Internal 63

Internal International Data Media 63

PR 20/20

SEPTEMBER 17, 2019

Marketers will likely gravitate toward tracks including: Advertising and brand experience. You can expect tracks and role-based agendas on customer engagement, account-based marketing, brand and communications, sales enablement, among others. Topically, this event covers a lot of ground. Experiential storytelling. Tech industry.

Conference 97

Conference Marketing Case Study Content Marketing 97