Friday Roundup: Customer Service

Waxing UnLyrical

Today’s roundup focuses on one of the most important aspects of any business, customer service. Here are five posts looking at the importance of customer service (including its importance in public relations). Why: Adam Toporek explains why a great product alone can’t make up for below average customer service. Why: A wonderful WUL guest post by Kirk Hazlett that reminds us that nurturing customer relations is a year round job.

When Chinese New Year Made for Smart Customer Service and PR

Waxing UnLyrical

However, in addition to sometimes working as a great way of getting your story out, this can also be a very good customer appreciation (and, therefore, customer retention) practice. They paid homage to their heritage and business success in one go, and with a minimal investment, said “thank you” to their customers while also potentially being the reason a new millionaire (or billionaire) might emerge. This year, Chinese New Year celebrations started yesterday.


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Why Public Relations Should Remember Customer Expectations

Waxing UnLyrical

All great customer experiences are built upon expectations. An organization can deliver a customer experience that exceeds industry norms by a factor of 10, but if the customer was expecting one that was 11 times better, the organization has failed. Expectations are everything in customer service, and PR professionals play an important role in creating customer expectations. Where do customer expectations come from? Guest Post by Adam Toporek.

Lessons in Listening and Customer Outreach From Chobani

Waxing UnLyrical

Great service. Where did customers go to complain? And online, they have a great approach to social media, integrating customer service every step of the way. Lessons in Listening and Customer Outreach From Chobani is a post from: Waxing UnLyrical. Twitter Google+ LinkedIn Lessons in Listening and Customer Outreach From Chobani. If you didn’t know I was a Chobani brand ambassador … well, I am.

The Ugly Side of Social Media Sharing

Waxing UnLyrical

Communication Customer Service Guest Posts Social Media facebook Imgur meme Reddit social media sharing Guest post by Jenelle Conner. I am a social media advocate. It’s where I work. I love the collaborative energy, thoughts and community. But I hate the ugly side of social media sharing; especially when kids are involved.

Streak: Possibly the Best CRM System for Small Business

Waxing UnLyrical

While it’s now a huge industry, good CRM ( customer relationship management ) is a practice that many of those who are forward-looking-and-thinking PR pros (such as WUL’s own Kirk Hazlett , to name just one example) are meticulous about. And if you don’t find one that fits your needs, you can start out with a blank template and customize it as you go along. Remember when someone would say “CRM” and (y)our eyes would glaze over?

Monday Roundup: The Power is Yours

Waxing UnLyrical

3 Reasons Why You Can’t Walk In Your Own Customer’s Shoes. Why: In this post for Sensei Marketing , Jeannie Walters dispels the myth that we must walk in our customer’s shoes to provide powerful customer service. Business Customer Service Resources Shonali Burke Social Media Weekly Roundup grumpy cat power Happy Monday! Is everyone looking forward to the holiday week? And for my fellow Americans, any big 4th of July plans?

The Client Covenant

Waxing UnLyrical

The whole thing about being a team player, and “there is no I in team”… yea, well, that’s a phrase we all pay lip service to, but I think most of us would rather be leading the team as opposed to letting someone else do it. Business Customer Service Shonali Burke client management taking direction teamwork working with clientsHow highly do you rate the ability to take direction as part of the client covenant?

Does Too Much Technology Make Us Bored?

Waxing UnLyrical

And in doing so, I experienced two very different attitudes to customer service, and technology, all in the same day. Perhaps my questions were basic or, in her opinion, stupid; but I was the (potential) customer , I should have been able to ask any questions I wanted without being made to feel that way. But bored to the point where we make customers feel uncomfortable? Business Communication Customer Service Shonali Burke bored with technology taking tech for grante

On Falling in Love…and Public Relations

Waxing UnLyrical

Some of the organizations he has counseled include the Blood Bank of Hawaii, Medical Area Service Corporation and Boston Harborfest. Guest Posts Kirk Hazlett Marketing Public Relations customer relationship management customer service prsa relationships valentine's day

Finding Keywords: The First Step to Blogging Success

Waxing UnLyrical

Customer Care Team. Some of the best sources for finding keywords and phrases are the people who interact with your customers on a daily basis. Whether those are sales people, account managers, customer service, or retail workers, they are the people who are continually interacting with your customers. Sean also provides custom training to companies across the US on SEO, content strategy and other digital marketing disciplines.

20 Tools to Grow Your Business, Efficiency and Productivity

Waxing UnLyrical

They also have really good customer service. FreeConference : I want to say FCC was one of the first services of its kind, but I’m sure someone will read me the riot act if I do. Speek : a much newer conferencing service, this dispenses with a bridge line, PIN, etc. There apparently is no charge for the service, though I assume you’ll pay normal telephone charges.

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5 Community Management Tips on Community Manager Appreciation Day #CMAD

Waxing UnLyrical

” (on the relationship between customer service and the community) ~ Jenne Pedde , 2U, Inc., In addition to being Community Manager Appreciation Day (#CMAD for all you hashtag fiends), today is also the day: Henry VIII died (1547, and women all over England breathed a sigh of relief). the word “serendipity” was coined (1754, and ’tis true, ’twas not a word before Horace Walpole used it in a letter to Horace Mann ). Elvis Presley made his first U.S.

How Socially Responsible Communications Maintain Your Community Cool

Waxing UnLyrical

provides a bulwark in our efforts to understand customers at a deeper level, listen to, and tap into the core values that truly motivate their decision-making. In Justin Goldsborough’s great recent piece on social media-fueled customer service, originally titled “ Technology has changed, Customers’ expectations haven’t ,” he points out that. “a

Harnessing the Power of Big Data for Public Relations

Waxing UnLyrical

How can PR professionals harness the power of big data to support customer service, PR and marketing efforts? As 2013 progresses, the success or failure of a PR program will become increasingly dependent on deeper analytics and insights. Guest post by Jim Delaney. The sheer volume of social intelligence on the Internet is exploding.

Starbucks – It’s Time to Brew Some Tweets

Waxing UnLyrical

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! Ideally, as a customer, I would love to engage with the brand through social media. H owever, recent stats show big brands do not bother to engage with their customers on social media. Caffeine.

How Social Media Blurs the Black and White in Education

Waxing UnLyrical

Needless to say, my inner perfectionist longed to provide excellent customer service to my most dedicated students, which unfortunately undermined and misconstrued my affection for spending down time playing games and leaving work. Guest post by Starr Sackstein. Defining appropriate relationships within education used to be simple. Teachers saw students in class and/or during the school day, but once the three o’clock bell rang, communication ceased until the following school day.

26 Thoughtful Marketing Predictions that Could Actually Happen in 2019 Across PR, Content, Digital, Social Media and Customer Success

Sword and the Script

There’s something in here for every discipline of marketing – be it strategy, PR, content marketing, SEO, digital, social media, customer marketing, and so much more. 3) Emotional connection with customers. “I I believe there will be an acceleration towards humanizing brands, putting individuals in front of a corporate identity, in an effort to emotionally connect with customers.”. – BJ Schaknowski | Vertafore. 5) Alignment of marketing and customer success. “A

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

It produced one of the company’s greatest innovations, the Amazon Prime program, after an employee suggested that loyal customers should enjoy free shipping. Internal comms drives good customer service. As most business people know, it costs five times as much to capture a new customer than it takes to keep an existing one. Additionally, happy, loyal employees are more likely to care about giving great customer service.

5 lessons from America's most hated companies

PR Daily

The site reviewed customer service metrics along with employee satisfaction, company policies and price performance to determine who earned the dubious distinction of “most hated companies in America.”. Spirit Airlines’ ticket prices are the lowest, but Consumer Reports wrote in 2013 the airline “received one of the lowest overall scores for any company we’ve ever rated.”. Comcast and DISH Network: Customer service is still key.

Pepsi evokes '90s nostalgia with Crystal Pepsi tease

PR Daily

It started in 2013, when he drank a 20-year-old Crystal Pepsi on YouTube , garnering more than 11 million views. (He Do you remember Crystal Pepsi? As a 12-year-old living in the Chicago suburbs, it was pretty much my goal to convince my mom to buy as much of it as possible every time we went to the supermarket. Imagine my excitement when I saw this tweet from L.A.

30 jobs in the PR and marketing world

PR Daily

The industry made more than $7 trillion in 2013 and makes up 9.8 It was the highest-ranked travel company in the Internet Retailer Mobile 400 in 2013, and in 2012, the company’s iPhone app was inducted into Apple’s App Store Hall of Fame. American Airlines is seeking a social customer service supervisor. If you’re prone to wanderlust, you’re not alone.

What We Can Learn From PR Crises

Critical Mention

Takeaway: Tide did a great job combatting the crisis by using Twitter to reply to people having “trouble” with its products, telling them to contact their doctor or local poison center and also providing the company’s customer service number. Just a day after the end of the Boston Marathon in 2013, Adidas sent out an email campaign to promote a clothing line developed in partnership with the Boston Athletic Association and the marathon itself.

3 guidelines for using social media monitoring during a PR crisis

PR Daily

This piece originally ran on PR Daily in March 2013. Tuned-in organizations realize that social media improves their businesses and fine-tunes critical customer service, employee relations and operations, one tweet or snap at a time. Sure, a media monitoring service for capturing print and online placements, broadcast segments and general mentions is crucial. Keep a log of customer and consumer feedback for planning and message nuances.

5 Ways to make your brand more likable

Media Bullseye

Of course, social media is not the only outlet of communication for customers to get in contact with companies. Maintaining open lines of communication, via customer service phone lines, submission forms on your website, and/or email, and responding to these queries in a timely, friendly manner makes your brand more favorable to consumers. In 2013, Dove released “ Real Beauty Sketches.”

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Five Ways to Optimize Your Social Networks for Crisis Communication


In a crisis you may find yourself in a situation where rather than pushing information out to influencers, media and customers, instead they are attempting to pull information from you. For example, if you have not posted since 2013, odds are that people will not feel assured about using information or engaging you on these platforms in a crisis. In non-crisis times, this is simply social care (customer service).

The Latest Insights on Gen Z, Tomorrow’s Target Audience

Contently - Strategy

Rishad Tobaccowala, chief growth officer at Publicis Groupe, told the crowd at Industry Preview that today’s kids learned the language of the internet from streaming services, social media, and mobile gaming. What do all those services have in common? Later at Industry Preview, Signal CEO Mike Sands posed the idea that tomorrow’s consumers, namely Gen Z and younger, will prefer brands that can recreate one-on-one customer service experiences online.

Turning Insights into Impact – Cision releases Cision Communications Cloud™ Updates

Beyond PR

Written by Jason Edelboim, President of Cision Americas, where he oversees sales, customer service and operations for the U.S., He was named President of PR Newswire in June 2016, and prior to that was a Senior Vice President at the company from June 2013 to June 2016.

Brand Ambassadors, Brand Advocates: These Programs Aren’t Easy!

Rock the Status Quo

It can be an industry, a career field, a product or service or just an idea. Brand advocates are most often customers passionate about the brand who support and promote it online because of their loyalty and enthusiasm for the brand. It’s not easy, and some products and services make it a more feasible tactic than others. Sponsored posts and tweets, AdWords, Email campaigns to customers – there has to be a mechanism in place to create awareness.

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6 reasons your brand's PR efforts fail

PR Daily

firms in 2013, according to a First Research study. When the PR team does a great job and the inquiries begin to pour in, you need to be able to answer them, sell appropriately and provide great customer service. PR has changed a lot in the last decade. It used to be pretty straightforward and involve news releases, media and events.

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Ryanair’s attempt to mock British Airways online backfires

PR Daily

Budget airline Ryanair’s attempt to mock British Airlines backfired as customers pointed out Ryanair’s own history of air travel mishaps. British Airways apologized to the customers who accidentally ended up 525 miles from their destination. However, the tweet backfired as customers quickly turned to the budget airline’s own history. In Ryanair’s case, the joke wasn’t able to overcome the brand’s history of poor customer service.

Survey says PR Best Positioned to Manage Corporate Social Media

Sword and the Script

The tip of the scale appears to come at the expense of marketing (28%) and customers service (9%) both of which lost votes when compared to a similar survey conducted in 2013. On daily, weekly or certainly monthly basis, the communications shop is plugged into: Internal, executive and customer communications. by Frank Strong.

How to Boost PR Campaigns With Social Data

Beyond PR

And while companies have often focused on customer support or general engagement with consumers as the primary use case for the social channel, the PR professionals have been under-served in terms of knowing which journalists and influencers on social channels matter the most to their campaigns. . With the ability to filter this data by any number of custom categories, PR pros are finally able to find the meaning behind the numbers.

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How Spirit Airlines’ CEO turned defeat into victory

PR Daily

We’ve posted many good interviews through the years—but since there’s such interest in the topic, I wanted to post one of my favorites, a May 2013 interview with Spirit Airlines CEO Ben Baldanza. At the time, his airline had been ranked last in customer satisfaction by Consumer Reports. Baldanza was equally clear in his messaging regarding what matters to his customers: price, price and price. But does that mean that you can’t have customer service and low price?

PRCA Digital PR Report 2015 need for more digital PR training and digital PR budgets expected to grow

Stuart Bruce

Web design and build is a huge growth area for PR agencies as service is increasingly combined with PR. blogger) outreach/engagement has seen growth of 11% over the past two years – from 41% in 2013, to 50% in 2014, and to 52% in 2015. Meanwhile, investment in search engine optimisation (SEO) has dropped year-on-year from 67% in 2013, to 53% in 2015. Total sample in 2013 was 136 adults, taken between 23rd September and 10th October 2013.

Defuse a crisis in 9 steps

PR Daily

If your operations are solid, you have a responsive customer service team, and you run things ethically, the rest will sort itself out. A customer could spread lies about you through his Facebook page. Early in 2013, people discovered that some of the women''s yoga pants were see-through. Some of this will be painful, because you''ll need to work with the social networks'' customer service departments to reset log-in data, delete profiles or take down untrue reviews.

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30 jobs in the PR and marketing world

PR Daily

The report states: Total digital ad spending grew another 20 percent in 2015 to about $60 billion, a higher growth rate than in 2013 and 2014. In the pre-digital era, journalism organizations largely controlled the news products and services from beginning to end, including original reporting; writing and production; packaging and delivery; audience experience; and editorial selection. Customer service social media manager— Groupon (Illinois).

How 5 tarnished brands made major comebacks

PR Daily

Rather than standing still, the organization took action to show that its goal was to put customers first. In 2007, JetBlue cancelled 1,000 flights in five days after an ice storm stranded thousands of East Coast customers. Given that the airline prides itself on customer service, it was Neelman’s dedication to that image that proved crucial to reviving JetBlue's damaged rep.

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State of Crisis Communications and Social Media from a Professor’s Perspective

Waxing UnLyrical

A recent report from Continuity Insights in 2014 shows that “over half (58%) rated mobile technologies [are considered] as absolutely vital in carrying out crisis communications plans, up 5% since 2013” (page 4). 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. Guest Post by Karen Freberg.

6 Ways to Win Executive Buy-In for Inbound Marketing

PR 20/20

Editor's note: This post was originally published in May 2013, and was updated in August 2017 per latest best practices and data. Sales is unsure of handing over its customer database for email marketing campaigns. We need to talk like our customers, and understand their motivations, pain points and frustrations—on a level beyond what most professionals have ever attempted. Customers might post a negative review.