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What should your social media marketing focus on: Customer service or content?

Communications Conversations

The top three characteristics of a “best in class” brand focus on customer service and engagement. This is an industry that doesn’t exactly have the best rep when it comes to customer service–those numbers should be flipped! Bottom line: Social media is now your primary customer service channel.

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2023 omnichannel customer service overview: Product knowledge up, personalization down

Agility PR Solutions

An uncertain economic environment and changing consumer behavior is causing a major shift in the retail industry, now underpinned more by customer experience and engagement than more traditional measures such as quality and price (although those features remain key)—one in three shoppers will switch to a new brand after one bad experience, affirms (..)

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What should your social media marketing focus on: Customer service or content?

Communications Conversations

The top three characteristics of a “best in class” brand focus on customer service and engagement. This is an industry that doesn’t exactly have the best rep when it comes to customer service–those numbers should be flipped! Bottom line: Social media is now your primary customer service channel.

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5 Social Customer Service Best Practices

Cision

Twitter introduced a feature that allows customers to send you direct messages directly from your site. Late last year, Facebook improved pages’ customer service tools and integrated customer service bots into its Messenger app. You should have resources to support your customer service.

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Measure of success

Prakkypedia

A recent piece in PR Daily succinctly outlined some terrific tips for gaining credibility for the comms craft from the C-suite – all via expanding your understanding of what the organisation would like to measure and achieve. This included ‘making friends’ with information keepers in an organisation, and I couldn’t agree more.

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AirPR Interview Series: Content Marketing and PR Experts share measurement predictions for 2018

Onclusive

With the explosion of Artificial Intelligence (AI) technologies, an increased focus from the C-suite on business- and metrics-driven KPIs, and a new trend toward Growth PR , PR & content marketing measurement is changing – radically and rapidly. There is such wide disparity in measurement today.

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3 Ways Measurement Helps Brands Win Audiences

Cision

So what should your brand include in its measurement strategy ? One way to keep your positive sentiment higher than your competitors is to take note of customer complaints. Do your public relations campaigns make an impact or fall short of competitors’? Consider these three factors. Mention Volume.