The Proactive Report

FEBRUARY 24, 2017

The one thing you can rely on in Social Media is that there will be change. The major social networks (Facebook, LinkedIn and Twitter) have been fairly stable for the past five or six years. It doesn’t create social media stars and their advertising is not producing as much revenue as other networks. Gini Dietrcih.

Twitter 235

Twitter Customer Service Web Facebook 235

Sword and the Script

FEBRUARY 5, 2019

You can’t just spend your way to success in social media advertising. Because your customers and prospective customers get a vote. Organizations that invest in social media advertising of any volume will find, it’s worth your while to bring a cross-functional team together. Image credit: Pixabay.

Advertising 60

Advertising Advertising Social Media Twitter 60

PRSay

DECEMBER 27, 2022

Rather than view it as a social media delivery device, perhaps see Twitter as an online complaint box. We’ve all seen users tweet about poor customer service, but via Twitter brands can offer to resolve those issues faster than any other method. Are they moving to other platforms like Tribel , Mastodon or Hive Social ?

Trends 126

Trends Pitching Twitter Nonprofit 126

Prakkypedia

SEPTEMBER 13, 2020

It’s imperative to get to know customer service staff, the finance team, web team and so on, so that the impact of any PR work can be measured across those different spaces. I’ve worked with a number of organisations over the years – large and small – all with various objectives and sets of data.

Measurement 92

Measurement Customer Service Web Course 92

Stephen Waddington

DECEMBER 2, 2019

In the past 12 months digital PR has seen investment in content and paid social media but cuts in SEO and social listening. The good news is that practitioners are firmly embracing social and owned media alongside earned as a means of engagement with an audience or public.

Digital PR 78

Digital PR Report Communications Crisis Management 78

Cision

DECEMBER 2, 2015

Social media makes up a large portion of modern marketing strategies, but 63 percent of marketers don’t plug in the most important piece to finish the puzzle. Social media listening provides your brand with new ideas and a multitude of opportunities to build towards what your brand hopes to become. Influencers.

Brand 120

Brand Branding Employee Social Media 120

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. More on CMS Hub below. ?

Knowledge Base 52

Knowledge Base Customer Service System Analytics 52

Melissa Agnes

SEPTEMBER 12, 2014

TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy. This week on The Crisis Intelligence Podcast, I had the pleasure of chatting with Staff Sergeant Chris Boddy of the Toronto Police Service. Help Prevent A Crisis With A Social Media Risk Analysis.

Crisis Management 191

Crisis Management Crisis Healthcare Customer Service 191

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.

Infographics 60

Infographics Customer Service Exercises Software 60

Cision

SEPTEMBER 19, 2016

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Direct Messages are more dynamic than ever with read receipts, typing indicators, and web link previews.

Skype 120

Skype Facebook Customer Service Google 120

Waxing UnLyrical

FEBRUARY 9, 2015

So I’m taking advantage of WUL to shine the social media spotlight on them. I got to know Adam several years ago through social media, and then encountered him and His Lovely Wife (he doesn’t capitalize it, I do) in Orlando not long thereafter. Adam Toporek. Bess Winston.

Social Media 40

Social Media Media Community Web 40

ImPRessions - Crenshaw Communications

JULY 6, 2016

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. B2B executives in professional or technology services have long distinguished themselves by linking their corporate brand to a compelling idea or point of view.

SEO 204

SEO Analytics Measurement B2B 204

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 cites ease-of-use, filtering tools and a focus on customer service as distinguishing qualities.

Media Relations 152

Media Relations Media Print Software 152

Sword and the Script

MARCH 2, 2021

Brandwatch provides “social listening” which is industry jargon for old-fashioned social media monitoring. In the last several years, Cision has purchased at least four other companies with social media monitoring capabilities. Catch up time in AI. BuzzSumo introduces journalist profiles.

Company 152

Company Tools Technology Software 152

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

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could help customers by saving them a few mouse clicks. ” Okay. Time will tell.

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Melissa Agnes

JANUARY 5, 2015

If you aren’t yet monitoring social media and the web as a whole, then you aren’t ready for anything, never mind to implement the following three must-do strategies. Do your customer service representatives understand their responsibility when it comes to issue management ?

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

Waxing UnLyrical

SEPTEMBER 28, 2010

Waxing UnLyrical personal, possibly poetic, musings on public relations, media, communication, and everything in between About Shonali Powwowing With Pepco on Social Media September 28th, 2010 Tweet I haven’t been the biggest fan of my local energy company, Pepco, recently. Completely. Here’s the interview.

Social Media 61

Social Media Media Crisis Energy 61

Stuart Bruce

SEPTEMBER 30, 2014

Jon Sellors, RSA Group, UK head of media relations. Oliver Smith, technology, media and telecoms reporter, City AM. Alex Pearmain, former head of social media and PR at O2 and Telefonica, now director at Brands2Life. Stuart quite rightly said asking that question indicates a fundamentally wrong approach to social media.

Social Media 150

Social Media Twitter Radio Sports 150

Waxing UnLyrical

MARCH 25, 2013

Before they even invested heavily in social media, Chobani was growing fast via word of mouth and a quality listening program. And online, they have a great approach to social media, integrating customer service every step of the way. What a great base to start with.

Customer Service 101

Customer Service Travel Web Facebook 101

Shift Communications

AUGUST 28, 2017

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. In another example, suppose a company wants to understand when demand for its product or service will be highest.

Analytics 96

Analytics Software Technology Data 96

David PR Group

DECEMBER 2, 2016

Originally a public relations term, the expansion of the internet and social media, along with reputation management companies, have made it primarily an issue of search results. If your customers, happy or unhappy, are commenting about your business on a review site, who should be monitoring it? Ouch, right?

Reputation 40

Reputation Wikipedia Customer Service Engineering 40

Waxing UnLyrical

NOVEMBER 3, 2014

this week’s roundup features seven posts from around the web focused on business lessons learned from politics. Is social media contributing to political paralysis? Why: How has social media affected modern day politics? How To Start a Riot With Social Media. Image: Vox Efx via Flickr, CC 2.0.

Customer Service 68

Customer Service Social Media Resources Government 68

Stephen Waddington

DECEMBER 30, 2019

First, the ease with which disinformation can be created and spread via social media has huge implications for public engagement and discourse in society. Second, structural issues in the mainstream media as it continues to transform to digital should be a concern for all practitioners. What we do 5.

Government 103

Government Education Print Ethics 103

Prohibition

JANUARY 14, 2022

You can do this by using tools that track keywords related to your brand and monitor consumer behaviour and sentiment on the web. Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc. For example: A lawsuit alleging dangerous product defects.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

Many have written about the changing nature of influencer relations in PR, and its move from celebrities and social media ambassadors to so-called “micro-influencers” – those that may not have a huge reach but that are trusted. But PR itself is gaining influence, and rapidly. PR and SEO are joined.

Trends 124

Trends SEO Leadership Print 124

Sword and the Script

MAY 14, 2016

The face of a nearly brand new iPhone 6s looked like a spider web. Report: Ignore Customers on Social at Your Own Peril. When customers and prospects ask for brand’s attention on social media, most of them merely want to be acknowledged. So I turned to a local repair shop to see what could be done.

Marketing 60

Marketing B2B Local Customer Service 60

Communications Conversations

MARCH 19, 2015

Last week, I did what marketers like us WANT consumers to do on social media: I asked my friends and family for a recommendation. They would be more proactive on Twitter (they basically just direct people to their customer service page on their site now–not exactly a best practice in Twitter customer service).

Airlines 60

Airlines Reputation Brand Branding 60

Waxing UnLyrical

FEBRUARY 15, 2013

Considering how active we all are on social media sites like Facebook and Twitter, when Starbucks opens its Delhi location, I’m sure I’ll be among the first customers to visit them, and of course check-in at Foursquare/Facebook and tweet about it too! Image: bfishadow via Flickr, CC 3.0 . reading and traveling.

Twitter 94

Twitter Facebook Social Media LinkedIn 94

Sword and the Script

JANUARY 7, 2020

Below is a look at a sidebar analysis showing media type, sentiment, estimated reach (as provided by integration with Similar Web), and other metrics: 3) Social media monitoring in Agility. Setting up social media searches works almost the same way but there is an extra step.

Tools 83

Tools Comparison Media System 83

Waxing UnLyrical

JUNE 15, 2011

As a cable company, Comcast is notorious for poor customer service. However, they are able to leverage a personal experience to their Twitter account by humanizing the customer service experience. Bill Gerth is the trust agent for Comcast and he responds to customer inquiries and issues with his own voice.

Brand 78

Brand Branding Customer Service Twitter 78

Waxing UnLyrical

AUGUST 2, 2018

Ask questions on social media. 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. Share the right content on the right social media network. Are people engaging with your social media posts?

Content Marketing 49

Content Marketing Marketing Brand Branding 49

PR 20/20

SEPTEMBER 17, 2019

Social Media Marketing World. Discover the best social media marketing techniques from the world’s top experts.”. Social Media Marketing World brings together the top experts from platforms that you’re trying to master. Social Media Week. March 1 - 3, 2020 | San Diego, CA. Advertising Week.

Conference 97

Conference Marketing Case Study Content Marketing 97

Sword and the Script

DECEMBER 3, 2019

“With the market calling for more external data to complement internal datasets, AWS Data Exchange customers can now leverage Meltwater’s data to enhanced visibility into the world around them, so that they can make better informed decisions,” according to Stephen Orban, General Manager, AWS Data Exchange, Amazon Web Services, Inc.

Data 88

Data Enterprise Survey Instagram 88

wiredPRworks

FEBRUARY 11, 2016

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. LinkedIn, Twitter and Facebook accounts, basic working knowledge of social media. Do your customers see you as the company or person you think you are?

Training 45

Training LinkedIn Marketing Pinterest 45

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. This was all captured beautifully though videos which were shared across social media, to help increase the shopping centre’s awareness.

Case Study 48

Case Study Video Study Film 48

Waxing UnLyrical

DECEMBER 20, 2012

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. Remember that old saying, “Know your customer”? And while creating content takes time, finding content takes about 15-20 minutes a day.

Community 93

Community Facebook How To Web 93