Stephen Waddington

JANUARY 15, 2020

Watch out for the fed up commuters ranting at train companies every morning or the lunchtime diners unimpressed by what’s on their plate. Most brands have learnt that the customer service or reputational impact of the occasion rogue tweet isn’t worth the cost of 24/7 social media management. Brand shaming has become commonplace.

Storytelling 78

Storytelling Internal International Social Media 78

PR 20/20

NOVEMBER 30, 2022

What are our plans to augment the team through more advanced internal training or staff changes? Also, consider where you can make training mandatory. Invest in technologies that offer training to help employees onboard seamlessly. Customer service? What makes our company unique in the market? Is it your culture?

Marketing 52

Marketing Technology Internal International 52

Engage PR

JANUARY 6, 2018

Core to the delivery of an effective social media strategy is understanding your target audience, setting clear objectives and knowing what you’re going to measure and why. A smart social strategy can help businesses develop lead generation, build brand awareness, drive customer acquisition and attract high performing talent.

Social Media 60

Social Media Strategy Media Survey 60

Waxing UnLyrical

MAY 9, 2016

With Friday’s micro-training coming up, I thought I’d give you a head start on the 7C Social PR Framework™, since the training is built around it. C4 (Conversation) Case Study: Best Buy Uses Twitter to Enhance Customer Service. C5 (Community) Case Study: 4 Elements of the Blue Key Campaign’s Success.

Case Study 40

Case Study Study Training Small Business 40

Waxing UnLyrical

SEPTEMBER 7, 2010

Be Social September 7th, 2010 Tweet Today BNET published my second post, focusing on how companies can use social media to turn customers into evangelizers. Who’s in customer service? I’m not a customer service “professional.&# Regardless, thanks for visiting! pts Settings. Read All About It!

Social Media 58

Social Media Customer Service Media Tourism 58

Waxing UnLyrical

DECEMBER 14, 2016

You could be connected to exactly who you are trying to reach through your employees, whether they are customers, partners or potential employees. You could connect your customer service team with customers, your sales team with prospects and bring your entire workforce closer to who they are serving via employee advocacy.

Employee 40

Employee Measurement Social Media Product Launch 40

Communications Conversations

MAY 1, 2015

How did you make that decision and what was involved (training, assistance, etc.)? I also serve as a liaison between his accounts and our Customer Service teams, should a customer or claimant reach out to Jack through social media. How do you measure success with a CEO like Mr. Salzwedel on social media? .

Social Media 60

Social Media Media Twitter Insurance 60

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. To pick up where I left off I was all set to do a humdinger of a post about how terrible Pepco was, particularly in its use of social media.

Social Media 61

Social Media Media Crisis Energy 61

Waxing UnLyrical

AUGUST 25, 2010

.&# With a sigh, eyes squeezed to try and wring the sleep from them, she arose, shaking her head ever so slightly, to begin the necessary rituals of ablutions, packing and boarding a train that would take her far away from her loved ones, but closer to her daily bread. Image: rubyblossom. Creative Commons To Love Yet Not OK.

Tools 100

Tools Google Twitter Facebook 100

Prohibition

JANUARY 7, 2022

Email, social media, and other forms of communication can all be used to reach your target audience. Create a narrative that shows the organisation is operating in the best interest of the community. Establish lines of communication with key stakeholders. Train staff on how to respond to crises.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Prohibition

DECEMBER 17, 2021

They are in charge of communicating and regulating the flow of information about your organisation to the general public, your stakeholders, and the media. This individual needs to: Be well trained. Have good communication skills. Be real and sympathetic. Know the problem inside and out. Be flexible and creative.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Prohibition

AUGUST 4, 2021

If you don’t have the time to do this, you’re going to end up losing out on potential customers and sales. The Internet is a vast, complex system of virtual connections and communities. We also provide training on handling online crises better before they happen so that you’re prepared when things go south.

Reputation 62

Reputation Company Engineering Banking 62

PR Conversations

APRIL 8, 2015

Customer services. Community service. “The employee is the most important factor in that two-way communications”, and “It is only through good employer-employee communications that corporations can maintain proper contact with their customers”, Hahn asserts. Vendor relations.

Retail 40

Retail Radio Advertising Advertising 40

Waxing UnLyrical

NOVEMBER 24, 2010

But how do they measure and evaluate? And they research and they monitor (sometimes for up to three months) just to find out: a) Who a brand’s target audiences are; and b) Who the key influencers within that community are. How do they make it happen? This is where it gets interesting. They listen a LOT. Then they plan.

Travel 79

Travel Case Study Creativity Advertising 79

Waxing UnLyrical

SEPTEMBER 27, 2010

I know first hand about AT&T’s dreadful wireless service and worst-in-class customer service, so it seemed like a good fit. Yes, I wanted to cause a ruckus, I suppose. But as with any writing project, it’s better to write about what you know. Anything else is a bonus. Reply Rate Up div.livefyre-comment).removeClass(livefyre-hidden)"

Wireless 74

Wireless Twitter Writing Measurement 74

PR Conversations

APRIL 8, 2015

Customer services. Community service. “The employee is the most important factor in that two-way communications”, and “It is only through good employer-employee communications that corporations can maintain proper contact with their customers”, Hahn asserts. Vendor relations.

Retail 40

Retail Radio Advertising Advertising 40

Stephen Waddington

FEBRUARY 12, 2019

The internet is a conversation The internet provides a means for people to connect and communicate with each other, irrespective of location. These include shareholders, media, staff, suppliers, customers, and the local community. It also enables rigorous measurement criteria to be set to evaluate and measure campaign activity.

Publicity 79

Publicity Community Pinterest Reputation 79

Cision

MAY 6, 2015

New ways to accurately measure and track PR’s value. The focus has shifted from amassing huge numbers of fans and followers to focusing on providing highly relevant content, quality experiences and exemplary customer service. The proliferation of owned media. The democratization of voice through social.

Real Estate 120

Real Estate Social Media Video Facebook 120

Stuart Bruce

OCTOBER 30, 2014

Or journalists like Sue Llewellyn who has trained many of the BBC presenters and journalists you see on screen. We can understand how Facebook and Twitter conversations can represent different parts of the community. We can use it to measure and evaluate our success. She will be measurable. We shouldn’t be. We can’t be.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Sword and the Script

DECEMBER 11, 2018

In an era of ‘fake news,’ is more important than ever for organizations to be honest and transparent in direct everyday communications with employees, investors, customers, and communities, whether that communication is person to person, through social and PR content, or with traditional media.”. – Colleen Martell | Martell Communications.

Social Media 93

Social Media Marketing Media Creativity 93

Stephen Waddington

NOVEMBER 19, 2017

12 months is an arbitrary period to measure change in a sector that is rapidly innovating in some areas such as artificial intelligence and digital media; but woefully slow in others such as diversity and ethics. It’s an issue that she’s sought to promote over the past two years through the #FuturePRoof community. Except they don’t.

Publicity 164

Publicity Ethics Data Community 164