Waxing UnLyrical

MAY 17, 2013

Today’s roundup focuses on one of the most important aspects of any business, customer service. When it’s good, it’s great; but when it’s bad, it can spell T-R-O-U-B-L-E for your company. Here are five posts looking at the importance of customer service (including its importance in public relations).

Customer Service 76

Customer Service Resources LinkedIn Employee 76

ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

DTC luggage company Away replaced Steph Korey as CEO just days after a PR trainwreck of an article by The Verge exposed its punitive work culture. It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. PR, CX and ever-higher expectations.

Customer Service 156

Customer Service Employee Reputation Leadership 156

ImPRessions - Crenshaw Communications

OCTOBER 4, 2022

We download information and ask questions, probing for the key points of the narrative we envision will make the company stand out. ” “We offer great customer service/value/reliability.” We represent a tech company that helps sales teams book meetings with prospects instantly. Get personal.

How To 310

How To Transportation Software Employee 310

Ethical Voices

OCTOBER 17, 2022

Joining me on this week’s episode is Ethan McCarty , the founder and CEO of Integral , an award-winning employee activation agency serving leaders of communications, HR, marketing, and technology. Ethical perils in personalizing employee communications. You’re creating that shared belief for 400,000 employees.

Ethics 78

Ethics Employee Communications System 78

ImPRessions - Crenshaw Communications

SEPTEMBER 25, 2018

In certain cases, high-profile companies take it for granted that employees are corporate cheerleaders, or they may leave the responsibility for employee engagement to HR. Yet employee communications is correlated with business success. Employees have great ideas. Internal comms drives good customer service.

Internal 136

Internal International Communications Employee 136

ImPRessions - Crenshaw Communications

APRIL 18, 2023

Ways To Safeguard Brand Reputation Most companies will never experience a large-scale brand reputation crisis — that’s the good news. But as Dorothy Crenshaw points out in this blog post, the “drip-drip-drip of customer complaints, employee dissatisfaction, or competitive attacks can erode a brand’s good standing over time.”

Reputation 333

Reputation Crisis Customer Service B2B 333

Cision

MAY 25, 2017

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees. This first example is actually of a customer sharing a good deed by employees.

Employee 129

Employee Brand Branding Policies 129

5W PR

MARCH 13, 2017

The purpose of your company culture is not entirely about having happy employees ; it’s also about strategy, and happy employees is often a positive by-product. Company culture should be focused on getting the most revenue, not on making sure all the employees love their jobs. Productivity Isn’t Just the Culture.

Company 94

Company Employee Strategy Customer Service 94

Sword and the Script

MARCH 2, 2021

Years later, I’d land the company that bought the divested business as a client, so it was interesting to see the outcome compared with the rationale for buying and selling at the time. In 2017, the company acquired a then buzzy new tool called BuzzSumo, which is also based in the U.K. This includes PRophet , Propel , and SignalAI.

Company 148

Company Tools Technology Software 148

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. But they usually fall short as a company grows and sees a need for a more coordinated PR effort. When does the team put out a press release?

Company 136

Company Interviews Reputation Privacy 136

PR Fuel

DECEMBER 11, 2018

Below are some thoughts on employees, and the “boring” work of creating a business that succeeds with both engaged customers and employees – enjoy! Hiring the Right Customer Service Agents to Represent Your Brand. Your customer service agents are your front line employees.

Training 40

Training Employee Customer Service Crisis 40

Mindful Marketing

SEPTEMBER 21, 2019

Now some companies are perfecting this tactics with the help of data analytics. After several more frustrating phone calls, however, the best the provider would offer was a price about $20/month higher than he had been paying and than “new customers” could get. So, he cancelled his account and switched to another company.

Company 51

Company Customer Service Analytics Ethics 51

Axia PR

AUGUST 4, 2017

Use PR to avoid, endure and outlast whatever trouble strikes your company. A public relations crisis can happen to any company of any size at any time. Others develop slowly, like disgruntled employees whose behavior eventually begins to affect customer service.

Crisis 54

Crisis Company Customer Service Employee 54

Onclusive

NOVEMBER 8, 2023

Corporate Communications As companies grow, corporate communications become more important. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Feel free to start a free trial to get an understanding of the tool.

Training 195

Training Media Training Reputation Crisis Communications 195

PR Conversations

NOVEMBER 5, 2014

I’ve sat through convention and forum talks where various oracles pronounced that: employees just want to be loved. Just look at the many different ways Elisabeth Kubler-Ross’s work on death and dying , and her change curve turns up in jolly presentations about employee motivation. Will it help us to listen better to employees?

Employee 103

Employee Communications Internal International 103

ImPRessions - Crenshaw Communications

DECEMBER 8, 2020

It’s a platform that has expanded over the years from pure CRM to include marketing, customer service, data visualization, workflow and more. This app will help gather thoughts and feedback from teammates on company culture, ideas and brainstorming. . How Slack helps PR pros. PR pros are communicators.

Mobile 310

Mobile Meeting Customer Service Survey 310

Waxing UnLyrical

DECEMBER 14, 2016

Employee advocacy can help you make that possible. All that’s necessary to run an effective PR campaign via employee advocacy is strategic PR content, a comprehensive employee advocacy guide , and a reliable employee advocacy platform. Most companies are blind to the massive PR resource that is their workforce.

Employee 40

Employee Measurement Social Media Product Launch 40

Solo PR Pro

OCTOBER 9, 2017

As a Solo PR pro, you may not have thought much about your company culture. After all, in many ways as the founder and/or sole member of your company, you are the culture. WhatIs.com defines company culture as “the pervasive values, beliefs, and attitudes that characterize a company and guide its practices.”

Company 41

Company Measurement Employee Customer Service 41

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Ritz-Carlton. 2012, May 17). link] Nordstrom. 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

Sword and the Script

MAY 25, 2021

The research company polled 15,000 consumers across 15 markets, including the U.S. It substantiates the idea that when customers trust a business, they are more likely to take actions that benefit that business. According to the study: 90% are more likely to recommend that company to friends and family.

Brand 108

Brand Branding Survey Customer Service 108

Beyond PR

JANUARY 3, 2017

Content marketing may change its tactics as audiences tire of the existing ones, but telling a good company narrative will never go out of style. What the BLEEP is a Company Narrative? A company narrative is not a mission statement nor is it an inventory of your products, services or accolades. Stories of your customers.

Company 72

Company Storytelling Small Business eBook 72

Onclusive

JUNE 1, 2023

Social media monitoring captures data on the performance of social media activity from both your company and your competitors. Sometimes these two terms are used interchangeably, (they’re interdependent after all) but there are significant differences. Identify de-influencers or detractors Yes, that’s right.

Strategy 370

Strategy Communications Reputation Measurement 370

Onclusive

AUGUST 9, 2021

As companies grow, corporate communications become more important. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Feel free to start a free trial to get an understanding of the tool. Corporate Communications.

Training 370

Training Media Training Reputation Crisis Communications 370

5W PR

FEBRUARY 8, 2021

Power survey showed that more than half the first-time home buyers polled (54%) felt angry or confused when their mortgages were turned over to mortgage servicing companies. Bad customer service headed the list of complaints followed by poor self-service. Engagement is also important.

Customer Service 88

Customer Service Policies Analysis Training 88

Onclusive

AUGUST 22, 2017

Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Depending on the stage of the business, communications professionals are often tasked with creating messaging cards and positioning statements for the companies they represent.

Media Training 397

Media Training Crisis Communications Conference Training 397

Cision

JULY 27, 2017

It’s easier than we like to admit to become out of touch with what’s really happening in the marketplace, as well as what the image of our company is. Talk to Customers & Employees. Your employees have a different perspective of your brand than you do, so talk to them as well. Look for trends and changes over time.

Brand 231

Brand Branding Employee Data 231

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Social Media 62

Social Media Trends Media Instagram 62

Flack's Revenge

DECEMBER 7, 2020

It was an interesting marketing strategy from parent company American Chicle – whose other product was Chiclets. Going back even earlier, Coca Cola famously guarded its secret formula, as described in Wikipedia : The Coca-Cola Company ‘s formula for Coca-Cola syrup…, is a closely guarded trade secret. Not necessarily.

How To 194

How To Wikipedia Engineering Web 194

ImPRessions - Crenshaw Communications

DECEMBER 11, 2018

Placing a piece of industry hardware on the company mantle can be a nice PR win for a B2B company at any stage. When submitting for a customer service award, be prepared to supply some numbers on customer reviews and testimonials. Most importantly, awards represent a third-party endorsement. Mark your calendar.

Case Study 136

Case Study B2B Conference Industry 136

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

Or a crisis can strike closer to home; it can be a rogue employee action or supplier lapse in a single region that affects an entire brand, like the Chipotle E. More often than not, a threat to a company’s reputation originates inside the organization. The good news is that “viral” customer service works both ways.

Reputation 130

Reputation Viral Employee Customer Service 130

Cision

APRIL 28, 2015

A case in point: two recent labor strikes at two New Hampshire-based companies. When employees at one of the companies went on strike over the summer, customers and vendors joined them. The employees wanted him back and weren’t going to work until he was. The same cannot be said of the second company.

Employee 120

Employee Print Customer Service Local 120

Sword and the Script

NOVEMBER 3, 2020

Many of the media monitoring tools are the market offer podcast monitoring through a third-party partnership with the company. The new feature will allow customers to monitor brand mentions on thousands of the most popular podcasts,” according to a press release. The company has been working to expand beyond media monitoring too.

Instagram 136

Instagram Technology Resources Employee 136

5W PR

JULY 15, 2020

A media kit is a first impression, which means the materials should make people want to learn more about your brand, to provide journalistic coverage of their company, and answer the question: “What do I need to know about this business?”. Statistics on the brand, including date launched, headquarters, employee count, customers served, etc.

How To 176

How To Media Guidelines Pitching 176

Communications Conversations

JUNE 11, 2019

To my surprise my friends came back with a host of other industries where this lack of customer service and experience matters–home construction, cable TV companies, credit card companies and hair salons (that one surprised me). And the employee who served you most likely then said “my pleasure.”

Banking 92

Banking Customer Service Construction Local 92

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Employee advocacy. Transparency. Brand humanization.

Social Media 156

Social Media Trends Media Instagram 156

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video also works well as an internal tool for company announcements or simply to show accessibility, as Intuit CEO Brad Smith does in his “ new employee welcome message.” B2B companies in the tech space are particularly adept at creating videos to demonstrate, explain, and announce their offerings. Make case studies more visual.

Video 149

Video Case Study Agriculture B2B 149