Shift Communications

MAY 22, 2017

I had the pleasure and privilege of attending IBM Vision 2017 as a guest of IBM Analytics. Christopher Penn (@cspenn) May 17, 2017. Christopher Penn (@cspenn) May 17, 2017. Christopher Penn (@cspenn) May 18, 2017. Disclosure: IBM paid for my travel and expenses to attend IBM Vision 2017. Airbnb has no rooms.

Publicity 166

Publicity Analytics Data Advertising 166

The Proactive Report

FEBRUARY 24, 2017

Business Insider and its two sister publications attracted more than 6 million video views on Twitter in January 2017, a significant increase from the 1 million number six months ago. Used correctly, Twitter can have a huge impact on customer service, perception and reputation. Source: Forbes.com). Gini Dietrcih. Chris Abraham.

Twitter 235

Twitter Customer Service Web Facebook 235

Stephen Waddington

JUNE 5, 2017

Internet usage, planning tools, paid and social mashups, human computer interface, and social business are highlights of Mary Meeker’s 2017 Internet Report. Mary Meeker, an analyst turned venture capitalist at Kleiner Perkins Caufield Byers (KPCB), has published her annual Internet report for 2017. 12 Here to serve.

Publicity 122

Publicity Marketing Healthcare Television 122

Communications Conversations

SEPTEMBER 12, 2017

12, 2017, it’s officially a dead internet phrase. Now, say what you will about Twitter (and people have said a lot lately ), but for brands, it’s generally regarded as a great customer service tool–and, as a result, ideal place to hold “conversations.” It’s been used in marketing campaigns.

Retail 0

Retail Social Media Customer Service Twitter 0

Onclusive

NOVEMBER 8, 2023

Originally Published August 23, 2017; Updated August 9, 2021 ; Updated November 2023 PR is always evolving. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service.

Training 195

Training Media Training Reputation Crisis Communications 195

Onclusive

AUGUST 22, 2017

Check out our list of the best PR conferences to attend in 2017. The community management piece also entails social monitoring and responding to customer inquiries, an extension of customers service, which of course ladders back to the PR keystone of reputation management. Let us know if we’ve missed any!) .

Media Training 397

Media Training Crisis Communications Conference Training 397

Onclusive

AUGUST 9, 2021

Originally Published August 23, 2017; Updated August 9, 2021. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service. PR is always evolving. Practicing diligent social listening is a key part of managing a brand’s reputation.

Training 370

Training Media Training Reputation Crisis Communications 370

Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. JC: At EarthLink, we leveraged a breakthrough story around serving our customers to develop our SD-WAN technology to a point where we drove a strategic sale of the company in Q1 2017.

Storytelling 84

Storytelling Brand Branding Customer Service 84

Communications Conversations

OCTOBER 4, 2018

At the same time, engagement levels are plummeting on Facebook, down by 50% since 2017, according to some reports: We know engagement levels are down (for brands) on Twitter, too (and have been for years). How to I better automate customer service via social media? What about Instagram, you say?

Trends 109

Trends Marketing Instagram Social Media 109

Stephen Waddington

SEPTEMBER 5, 2018

According to Forrester, the potential of social listening lies in its ability to provide insights for use across diverse business units including customer service, market research, product development, and reputation management. But organisations aren’t yet using social intelligence as a strategic tool.

Web 68

Web Social Media Tools Enterprise 68

Cision

APRIL 10, 2017

Personalization has increased the level of activity among engaged customer groups. Journalists get more spam than anything else.

Brand 223

Brand Branding Pitching Conference 223

Sword and the Script

MARCH 2, 2021

In 2017, the company acquired a then buzzy new tool called BuzzSumo, which is also based in the U.K. Muck Rack is a comprehensive all-in-one tool – and it puts customer service front and center. Brandwatch provides “social listening” which is industry jargon for old-fashioned social media monitoring.

Company 148

Company Tools Technology Software 148

Communications Conversations

APRIL 27, 2017

Chancellor Jim (@ChancellorJim) April 5, 2017. Who says the CEO can’t also handle customer service? In fact, he often serves as a “customer service” rep of sorts for UW-EC. Now, you might say, my executives don’t have time to handle customer complaints. Chancellor@uwec.edu [link].

Twitter 60

Twitter Customer Service Interviews Employee 60

Communications Conversations

JANUARY 25, 2017

” What he meant was, will we start to see brands embrace more one-to-one and authentic communications in 2017 instead of trying to do everything “at scale” Isn’t that what chatbots are all about? We already see this in so many everyday experiences–customer service, specifically. Think about it.

Customer Service 60

Customer Service Consumer Local Meeting 60

Critical Mention

MAY 25, 2017

New York, NY May 25, 2017— Becky Jones, PR Specialist at Life’s a Pitch Communications, is on vacation from today, May 25, through June 4. Feel free to use the following as a template. FOR IMMEDIATE RELEASE. PR Specialist Becky Jones to Take Week Off. Will not be checking email or answering work cell phone.

Instagram 60

Instagram Customer Service Crisis Pitching 60

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

ImPRessions - Crenshaw Communications

MAY 18, 2018

Some customers are initially attracted to certain brands because they like their ad message. Others are loyal because of a good experience with product quality or customer service. They’ve become an enduring part of your life and are woven into enjoyable memories or happy experiences. 4 ways PR creates brand attachment.

Brand 149

Brand Branding Storytelling B2B 149

Sword and the Script

APRIL 23, 2019

For example, a study conducted by Edelman in 2018 found “nearly two-thirds (64 percent) of consumers around the world now buy on belief, a remarkable increase of 13 points since 2017.”. The ensuing narrative has been interpreted as brands need to get political. Communications is a function of leadership.

Technology 126

Technology Study Communications Survey 126

Mindful Marketing

JULY 16, 2022

reported that between 2017 and 2021, hundreds of EY employees acted unfairly either by using an ill-gotten answer key for an ethics component of the CPA exam or by cheating on ethics tests required for continuing education. The Security and Exchange Commission (S.E.C.) Certainly; most of us probably have.

Ethics 89

Ethics Pharmaceuticals Corporate Financial 89

PR 20/20

JULY 12, 2018

As you probably know, many have been looking for other options since Google sunsetted Google Site Search in 2017, and subsequently its Customer Search Engine in 2018. Put More Emphasis on Customer Service with Service Hub. It’s proven: customer experience (CX) is mounting in importance for brands in any trade.

Customer Service 43

Customer Service Knowledge Base Google Tools 43

Presspage

SEPTEMBER 19, 2017

Whether machines will replace humans in the workforce is a topic that dominates the cultural and economic zeitgeist in 2017. Sure, you may prefer speaking to a human over a robot customer service representative now - but these technologies are still currently in their early developmental or clunky phase.

Software 83

Software Technology Knowledge Base Creativity 83

PR 20/20

NOVEMBER 30, 2022

Customer service? For instance, if you have extraordinary customer service, place your success rates or customer quotes across the home page to showcase third-party validation. Editor's note: This post was originally published in 2017 and has been updated to be more current and comprehensive.

Marketing 52

Marketing Technology Internal International 52

Stephen Waddington

DECEMBER 30, 2019

The mental health and wellbeing conversation is getting louder In 2017 Sarah Waddington and I investigated the issue of mental health in PR for a #FuturePRoof report published by the PRCA. It’s indicative of the fact that outside of customer service, social media engagement has largely become a paid activity.

Government 103

Government Education Print Ethics 103

PR 20/20

AUGUST 22, 2017

Editor's note: This post was originally published in May 2013, and was updated in August 2017 per latest best practices and data. HubSpot’s 2017 State of Inbound Marketing annual report asked marketing teams about their top challenges. Why do we need a blog? What is the ROI of social? What if we get sued? Who will own this?

Marketing 87

Marketing Resources Technology Internal 87

Communications Conversations

MARCH 29, 2019

She is well versed in customer service and thrives on building relationships — online and in person — while accomplishing a variety of demanding business goals. Most recently, she went out on her own, establishing May Ott Communications in 2017.

Social Media 128

Social Media Agriculture Marketing Media 128

Solo PR Pro

DECEMBER 11, 2018

All companies had active social media presences as of January 2017, and had Facebook fan counts between 25,000 and 1 million as of the same date. Twitter is the ideal channel for customer service engagement, while Instagram and Facebook are the places to post videos to entice travelers to finalize their bookings. Think again.

Social Media 45

Social Media Report Fashion Instagram 45

Stuart Bruce

JULY 23, 2017

The first page of Simply Measured’s The State of Social Media 2017 also has gobblydegook like “social media is a foundational marketing strategy”. No matter how good the customer service team is it would be ridiculous to expect them to handle social media for internal communications. Gif of seagull poo from Giphy.

Social Media 68

Social Media Media Customer Service Corporate 68

Sword and the Script

NOVEMBER 5, 2019

The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. Internal data such as survey responses, call center data or customer service email data according to a company representative. What sort of data? Why would you do this? GTCR and Cision made $2.25

Internal 63

Internal International Data Media 63

Communications Conversations

JANUARY 13, 2017

Sometimes that means taking care of their customer service needs. What’s one big trend you expect to see in the social media world in 2017? Now, with social media, we’re talking directly to our members— and health care consumers more broadly. We have to be human with our social media followers.

Insurance 60

Insurance Insurance Social Media Corporate 60

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Executives can reach out to shareholders or investors through video, as Nestle shows in this message from a 2017 investor seminar. That was the case with Equifax CEO Rick Smith’s wooden response to the 2017 data breach. A real-time response when the stakes are high. It’s pure storytelling. Make case studies more visual.

Video 149

Video Case Study Agriculture B2B 149

Contently - Strategy

NOVEMBER 14, 2018

By 2017, he’d built a billion-dollar brand. And in 2017, Unilever bought it for $1 billion. Every purchase, TV commercial, customer service call, and tweet contributes to the relationship, whether good or bad. In 2010, Michael Dubin used to work at Time Inc., doing improv comedy on the side. A model for success.

Leadership 93

Leadership Brand Branding How To 93

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. 2017: One Prediction Each for PR, Content Marketing and Social Media.

Marketing 187

Marketing Content Marketing Data Social Media 187

PR 20/20

OCTOBER 5, 2017

Customer service: As the closest contact with customers, this team can: Provide marketing with frequently asked questions, which can be used for content creation. Think about how you can up your content creation by involving the sales or customer service teams. >>>

Marketing 45

Marketing Engineering Resources Consumer 45

Prohibition

DECEMBER 17, 2021

There are a handful of examples of high-profile crisis communication strategies that effectively engaged a community after a crisis, and in doing so rebuilt trust, retained customers, and even generated positive publicity. The 2017 United Express Flight 3411 incident. Malaysia Airlines’ MH 370 disappearance.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Mindful Marketing

JUNE 14, 2019

In the time period from 2014 to 2017, that average fell to 3.7 From Amazon’s perspective, if they do the hard work of building loyalty with me, their customer, then it’s their privilege to offer me goods at a price point which might, at times, be higher than necessary.”

Retail 55

Retail Consumer Software Web 55

Critical Mention

DECEMBER 18, 2017

While 2017 may have been filled with PR and social media fails (for starters, take a look at United, Pepsi, Equifax or Uber), it was also a year of noteworthy wins for many brands. Butts): A grocery chain in Texas, already known for its customer service, went the extra mile during Hurricane Harvey. 5) H-E-B (Howard E.

Social Media 87

Social Media Media YouTube Creativity 87

PR Conversations

OCTOBER 20, 2015

As a member, I know it is as one of the best companies to interact with on a personal level; the customer service is superb. She also serves as the 2015-2017 PRSSA national faculty adviser. Peppercomm had fun with its own PR, publishing a list of company blunders during the year it celebrated its 20-year anniversary.

Conference 40

Conference Meeting Case Study Film 40