Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. The best stories will be found, will go viral, and will be so well absorbed that the delivery matters a little less. 5) As a marketing leader in a large enterprise, how have you used storytelling?

Storytelling 84

Storytelling Brand Branding Customer Service 84

Cision

JUNE 15, 2015

Social care (customer service). Good is good…which is to say it’s scalable, rather than “viral” This is where I tell you how to make all of your Facebook posts go viral. On Facebook (and everywhere else), the desire for virality is like the desire to win the lottery. Product research.

Viral 120

Viral Facebook Measurement Advertising 120

Cision

JUNE 3, 2015

It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. Peter will present his free “ Crush Crises Before They Spread ” webinar on June 1o. Is prevention of a crisis possible? But all is not lost.

Crisis 120

Crisis Construction Viral Reputation 120

PR in High Definition

JULY 22, 2019

The phrase went viral back in May when a doctored video appeared to show US politician Nancy Pelosi drunk in a TV interview. Imagine waking up to find a doctored video of you has gone viral, you’re being showered with vile abuse and you’re almost powerless in disproving its authenticity.

Media 74

Media Viral Video Newspapers 74

Communications Conversations

SEPTEMBER 3, 2019

One big trend I see accelerating in the social media world in 2019 is the move to more “community” and less “let’s go viral” It’s something I talked about in my trends presentation I put together that I’ve given now to five different groups in the Twin Cities. And, that will happen.

Groups 68

Groups Brand Branding Facebook 68

Melissa Agnes

NOVEMBER 10, 2014

If a viral crisis were to strike and hundreds (or more) of people were to navigate to your corporate website for more information, would your website crash due to an overload of traffic? Customer service. Risk 3: A lack of bandwidth can leave you without a crisis communication home base. Marketing / Pr / Communications.

Crisis 203

Crisis How To Exercises System 203

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses. In fact, the more lasting impact will be felt in the form of greater customer-service consciousness across the major industry players.

Airlines 180

Airlines Reputation Journalism Crisis 180

Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Cision

NOVEMBER 30, 2015

Social care (customer service) continues to be one of the top reasons that people initiate social media interactions with brands. Berger describes six attributes that most “viral” word-of-mouth brands and products share: Social Currency. Practical Value.

Social Media 120

Social Media Facebook Print Advertising 120

Sword and the Script

NOVEMBER 11, 2014

If you enjoyed this post, you might also like: Good Customer Service is Good Marketing . Marketing marketing strategy viral marketing' Credits: Photos of the Party Room and The Fortress adopted from Rainbow Play as indicated. The post Marketing as a Bona Fide Profit Center appeared first on Sword and the Script.

Marketing 112

Marketing System Viral Insurance 112

ImPRessions - Crenshaw Communications

MAY 15, 2018

When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues.

Crisis 136

Crisis Privacy Airlines Facebook 136

Cision

OCTOBER 15, 2015

Customers are no longer whispering their complaints to their neighbors at dinner tables. Social media can help make one disappointed customer’s complaint go viral in hours and your brand needs to be paying attention because everyone else already is. They’re making the world aware of their experiences.

Social Media 120

Social Media Media Employee Reputation 120

Cision

AUGUST 31, 2015

If you want content to take off and go viral, think about emotional storytelling, not necessarily what everyone else is doing. Examples from their recent book covered how a “no email” culture helped increase one company’s productivity and communication, while a “no call center” solution increased a bank’s customer service.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

Waxing UnLyrical

APRIL 30, 2013

The image went viral. Susan didn’t even know the image had gone viral until she saw another Facebook friend shared the meme on April 22. Communication Customer Service Guest Posts Social Media facebook Imgur meme PreventDisease.com Reddit social media sharing' ” So, how did it all happen? No harm intended.

Social Media 111

Social Media Reddit Media Facebook 111

Engage PR

JANUARY 6, 2018

A smart social strategy can help businesses develop lead generation, build brand awareness, drive customer acquisition and attract high performing talent. And as a customer service tool it can get critical messages out to the masses quickly when dealing with any crisis comms. Cue social backlash across the internet.

Social Media 60

Social Media Strategy Media Survey 60

Cision

MAY 25, 2017

Quality customer service builds brand loyalty, but what about service that goes above and beyond? As Beki says: “There’s no email, tweet, logo, or half off sale that any company can do that could trump my experience with the people at this Home Depot. Now if I could figure out how to thank them.”

Employee 129

Employee Brand Branding Policies 129

Cision

AUGUST 1, 2016

Virality is a fascinating pursuit, but doesn’t deliver the consistent attention that we need to accomplish our everyday objectives. Handle the low-hanging fruit (customer service). Attention is finite and our need for attention is not. This is why we need to promote our brands, businesses, messages and ideas. Conclusion.

Social Media 84

Social Media Media Customer Service Measurement 84

Sword and the Script

JUNE 3, 2020

That’s a mouthful of buzzwords, but Ryan Reeves, a product manager for the company, added some context on LinkedIn: “Signals uses AI to continually read trillions of articles to detect important company trigger-events (viral articles, product launches, financials, partnerships, headcount changes, etc.) in 2019, reaching a record $4.5

Product Launch 94

Product Launch Survey Banking Pharmaceuticals 94

prTini

SEPTEMBER 5, 2014

Want to Go Viral? Don’t Post Photos of Your Customers Online Without Reading This. How to Leverage a Personal Touch to Enhance Customer Service (client). Instagram’s #Hyperlapse Racks Up 119k Posts in First Week. 25 Ways to Tighten Your Writing. The Dangers of Cause Marketing. Twitpic Is Shutting Down, Blames Twitter.

Media Relations 49

Media Relations Case Study Viral Instagram 49

Flatiron Communications

JULY 14, 2014

Who can forget the Comcast repairman who fell asleep at a customer’s home while waiting on the phone for his supervisor? The homeowner grabbed his video camera and the resulting YouTube clip went viral big time. Veronica Belmont. Earlier this evening, Veronica Belmont sent this tweet to her 1.7

Customer Service 35

Customer Service Viral YouTube Twitter 35

Melissa Agnes

NOVEMBER 10, 2014

If a viral crisis were to strike and hundreds (or more) of people were to navigate to your corporate website for more information, would your website crash due to an overload of traffic? Customer service. Risk 3: A lack of bandwidth can leave you without a crisis communication home base. Marketing / Pr / Communications.

Crisis 100

Crisis How To Crisis Management Exercises 100

Prohibition

JANUARY 17, 2022

The impact that this new form of communication has on PR and marketing has introduced many positive changes for companies looking for better ways to connect with their customers. Rather than directly contacting customer support representatives, customers frequently vent their frustrations on social media. Public squabbles.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Sword and the Script

MARCH 15, 2022

This also works for viral content – like a retweet on Twitter. These tiers will be based on levels of customer service and data – this is where the way they handle syndication noted above will save you money. You’ll only see one result with all the syndications nested underneath. Workspaces.

Tools 156

Tools Media Software Analysis 156

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media crises have evolved beyond just negative events going viral – whether it is a personal tweet accidentally sent out publicly , or a customer service response gone awry.

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Beyond PR

AUGUST 18, 2016

But consistency goes beyond the products you develop and customer service you provide. While a viral video or meme can boost visibility, brand visuals shouldn’t be one-hit wonders. Every decision a brand makes builds on the success that came before. Delivering a consistently exceptional experience is essential.

Brand 40

Brand Branding Product Launch Guidelines 40

Prohibition

JANUARY 14, 2022

In today’s world, a negative story about your brand or organisation could go viral in an instant. Your customers could make their displeasure known on your Facebook page and Twitter feed. Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Lauri Pehar Borsh

AUGUST 12, 2015

You do not have to become a viral sensation to be successful! However, having at least a few hundred people who consistently rave about how awesome you are will build credibility within the eyes of the media and your target customer. Make sure your logo is spectacular, your website is superb, and your customer service is unbeatable.

Enterprise 60

Enterprise Advertising Advertising Pitching 60

Lauri Pehar Borsh

AUGUST 12, 2015

You do not have to become a viral sensation to be successful! However, having at least a few hundred people who consistently rave about how awesome you are will build credibility within the eyes of the media and your target customer. Make sure your logo is spectacular, your website is superb, and your customer service is unbeatable.

Enterprise 60

Enterprise Advertising Advertising Pitching 60

Prohibition

JANUARY 24, 2022

What causes a crisis to go viral? Prohibition PR specialises in custom-created, on-site training programmes. We’ve trained professionals across the country to improve their performance, offer better customer service, and increase efficiency. And don’t forget that there’s a human on the other end of every incident.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Prohibition

NOVEMBER 9, 2021

provide customer service to their clients. 1. Determine your most popular content: If you have a piece of content that performs well or has the potential to become viral, it may be the perfect candidate for an advertisement. For instance, brands leverage organic social to: develop their style and tone of voice.

Advertising 62

Advertising Advertising Social Media Strategy 62

Cision

OCTOBER 16, 2017

But then you also have customer service and customer experience teams that are focused on when someone just has a bad, or a good, customer experience and how you react to that. Steve Barrett: We’ve all seen those go viral haven’t we?

Media 202

Media Storytelling Technology Data 202

PR Fuel

NOVEMBER 27, 2018

Zappos is more well-known for their great customer service, going out of their way to make their kings feel like part of the team. These stories weren’t pushed out by the companies themselves (though Zappos CEO Tony Hsieh includes it in his speeches on customer service); they spread organically throughout the web via word of mouth.

Survey 45

Survey Company Customer Service Small Business 45

Prohibition

DECEMBER 17, 2021

Through those events and subsequent discussions, it became clear that United Airlines’ policies surrounding overbooking flights and situations involving non-compliant passengers (as well as their customer service) required significant improvement. Domino’s Viral Staff Video. Malaysia Airlines’ MH 370 disappearance.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

The Stalwart Blog

APRIL 26, 2020

Maybe it’s a poor customer service call that somebody threatened to go on their blog or talk about them on Instagram. Phone videos become viral, whether it’s legitimate or not. Dave Oates: Hey, I wish I could tell you that they call me when something is bubbling up that somebody brought onto the desk.

Crisis 78

Crisis Local Facebook Social Media 78

Contently - Strategy

NOVEMBER 14, 2018

Brands love to talk about going viral; Dubin actually did it. The brand’s success was about more than just going viral or getting lucky. Every purchase, TV commercial, customer service call, and tweet contributes to the relationship, whether good or bad. Better yet, that awareness led to revenue.

Leadership 93

Leadership Brand Branding How To 93

MaccaPR

FEBRUARY 10, 2015

Taylor Swift is a PR mastermind of the highest order,” confirms writer Chris Ostendorf, in his Daily Dot commentary titled, The PR Genius of Taylor Swift’s Viral Media Empire. Dick’s Sporting Goods, which ramped up staff when social posts from customers highlighted weak in-store customer service just before closing hours.

Social Media 48

Social Media Marketing Media YouTube 48