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

Polaris

JUNE 24, 2016

Respondents to a recent survey of IT professionals reported an average of 40 cyber attacks per year. One-third of survey respondents claimed their company lost intellectual property due to a cyber attack and 36% of them believe the attack reduced their competitive advantage. How to Tell Your Customers about a Data Breach. #1

Communications 119

Communications How To Crisis Survey 119

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. Voice of Customer.

Infographics 60

Infographics Customer Service Exercises Software 60

Stuart Bruce

JULY 15, 2014

Yesterday, the Financial Times published the fifth FTSE350 Boardroom Bellwether survey which revealed that almost half the boards of the UK’s largest public companies have not discussed their social media strategies in the past 12 months.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Sword and the Script

JUNE 3, 2020

Survey Identifies Most Recommended PR Tech Vendors, Meltwater Adds Signals, TVEyes Spots Logos in Broadcasts, Cision Shows Pageviews of Coverage, Burrelles Names First Women President For years, I have published a new post every Tuesday like clockwork. Also see: Partisan Politics Complicates PR and Comms for Business, Survey Finds.

Product Launch 97

Product Launch Survey Banking Pharmaceuticals 97

The Hoyt Organization

FEBRUARY 19, 2024

A local consumer review survey by Brightlocal shows that 98% of consumers occasionally read reviews for local businesses. This means that one of the first things potential customers will do is look up your business online. Therefore, having online reviews is crucial for your business’s success.

Policies 98

Policies Construction Reputation Privacy 98

Sword and the Script

JANUARY 3, 2023

Crisis management: When an organization faces a crisis, PR practitioners may work to minimize the damage to the organization’s reputation by managing the flow of information and communicating with the public. You can find the survey answers from 483 communicators here: PR measurement. This is another “it depends” answer.

Interviews 104

Interviews Publicity Technology Social Media 104

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video is a useful executive tool for getting the facts out quickly, or expressing sincere regret and responsibility in a crisis situation. In the 2018 B2B Buyers Survey Report , 77 percent of buyers named “deployment time/ease of use” as the top variable in making a final decision on solution providers. Make case studies more visual.

Video 149

Video Case Study Agriculture B2B 149

Cision

MAY 18, 2015

Event detection, issue and crisis management. Influencer detection and customer relationship management. Probably the least exciting aspect of social listening is customer service. 31 percent of social users interact with brands to gain direct access to customer service representatives or product experts.

Customer Service 120

Customer Service Social Media Analysis Data 120

Burrelles Fresh Ideas

MAY 23, 2023

Dentsu recently came out with a survey regarding consumers’ summer travel plans. Increased use of artificial intelligence in travel: AI is already being used in various aspects of travel, from chatbots for customer service to personalized recommendations for accommodations and activities.

Travel 40

Travel Tourism Airlines Hotels 40

Engage PR

JANUARY 6, 2018

in the next five years (1* Chief Marketing Officers Survey, 2014 ) social activity is becoming more integral to brand perception and business performance. 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

Sword and the Script

FEBRUARY 17, 2015

Thought leadership is usually associated with top-of-the-funnel as far as marketing outcomes are concerned, but there’s evidence to suggest it meets the needs of existing customers. Yet for many companies, content programs intended to help existing customers is an afterthought. Good Customer Service is Good Marketing.

B2B 60

B2B Leadership Customer Service Content Marketing 60

Stuart Bruce

JULY 23, 2017

There’s more scary stuff when it comes the actual results of the survey as it reveals some quite alarming behaviour amongst many ‘brands’. of those surveyed social media ‘lives’ in marketing. No matter how good the customer service team is it would be ridiculous to expect them to handle social media for internal communications.

Social Media 68

Social Media Media Customer Service Corporate 68

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

The Global Communications Report, a comprehensive worldwide survey of more than 1,000 senior PR executives worldwide, reveals that the global PR industry is predicted to grow from its current estimated size of $14 billion to $19.3 According to a 2015 Chief Communications Officer survey by Korn Ferry , CCOs in the U.S.

Trends 124

Trends SEO Leadership Print 124

Waxing UnLyrical

AUGUST 18, 2014

Why: According to a recent survey, only 38% of B2B software providers felt they were effectively carrying out their content programs. 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.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

Critical Mention

AUGUST 21, 2018

According to a 2017 local customer review survey, 85% of customers trust online reviews as much as their friends’ recommendations. Also, 70% of buying experiences are based on how customers feel they’re treated. From Google to Facebook to Yelp, what people say about your company matters.

Customer Service 61

Customer Service Writing Financial Local 61

PR in High Definition

JUNE 25, 2020

Start with your employees first because they are the window to your company’s soul, and if the team isn’t feeling it, then the customers certainly won’t. Next on the list is your customers. Throughout the pandemic you might have been offering reduced services, how did your customers react? Are they admired or derided?

Reputation 75

Reputation Employee Leadership Product Launch 75

Waxing UnLyrical

AUGUST 18, 2014

Why: According to a recent survey, only 38% of B2B software providers felt they were effectively carrying out their content programs. 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.

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

Sword and the Script

DECEMBER 20, 2022

Online communities deepen connections and build relationships with customers and prospects that impact product development, customer service, and marketing strategies.”. ~ Grace Platon , Communications Strategist, Communicate Grace, LLC. ” ~ Molly McPherson , APR, Public Relations and Crisis Manager, Molly + Co.

Marketing 196

Marketing Content Marketing Data Social Media 196

PR in High Definition

JUNE 25, 2020

Start with your employees first because they are the window to your company’s soul, and if the team isn’t feeling it, then the customers certainly won’t. Next on the list is your customers. Throughout the pandemic you might have been offering reduced services, how did your customers react? Are they admired or derided?

Reputation 48

Reputation Employee Leadership Product Launch 48

Deirdre Breakenridge

OCTOBER 20, 2015

Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications. Even for the basic research class, as Patrick Merle challenged, educators “need to move away from the traditional survey-focus group content.” How has your PR education prepared you for your career?

Education 150

Education Training Course Social Media 150

Stephen Waddington

DECEMBER 30, 2019

If you work in issues and crisis it can be especially acute. The 2019 CIPR State of the Profession survey reported that around a quarter of PR practitioners have taken sickness absence from work on the grounds of stress, anxiety or depression. The report draws on survey data from The Reuters’ 2019 Digital News Report.

Government 103

Government Education Print Ethics 103

Norton's Notes

OCTOBER 13, 2014

When it comes to the growth of digital PR, 62% of those surveyed reported that their budgets for digital and social media have risen in the last 12 months, while the same number expect budgets to increase in the next year. More than eight out of ten of those surveyed agree with me on this. Let’s take a closer look at these trends.

Digital PR 45

Digital PR Trends Training Media Training 45

Stephen Waddington

NOVEMBER 19, 2017

The CIPR tracks the gender pay gap in the UK through its annual State of the Profession survey. Bots have been developed to help with customer service, support and sales. Have you considered this as part of your crisis planning? In 2017 it report a £5,784 disadvantage for women. With more than 1.3

Publicity 164

Publicity Ethics Data Community 164

PR Fuel

OCTOBER 16, 2018

Consider what happened to the team over at BP during the Gulf Oil Spill crisis. How much do we forget this when a crisis happens to our company or business? Interestingly, the best new public relations idea came from our part-time customer service representative. Collaborate With Your Customers.

Web 40

Web Pitching Local Report 40

Contently - Strategy

FEBRUARY 1, 2019

At Industry Preview, Forrester principal analyst Joanna O’Connell warned the crowd that blasting the same message across all social media platforms means the whole industry is “hurtling toward crisis.” ” Younger users, she pointed out, don’t just open social accounts to experiment.

YouTube 112

YouTube Instagram Ethics Film 112