Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Budgets for monitoring and listening to customers have fallen by 9% this year. Voice/search apps have taken over chatbots as one of the areas in which agencies need more education.

Digital PR 78

Digital PR Report Communications Crisis Management 78

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Social Media 62

Social Media Trends Media Instagram 62

Stephen Waddington

JANUARY 4, 2021

Artificial intelligence, climate crisis, media chaos, COVID-19 impact and the reorganisation of organisations themselves, are among key trends identified by think tanks, analysts, consultants, agencies, brands, and other self-interested organisations. Thanks to Daniel Eckler for scouring the internet and collating reports.

Trends 155

Trends Technology Television Banking 155

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising. Photo Credit: Forbes.

Reputation 137

Reputation Brand Branding Customer Service 137

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 156

Social Media Trends Media Instagram 156

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. Sorrel doesn’t think so: “Ad agencies do say they can do this stuff, but they can’t.”. c) Donald Steel.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Bianchi Biz Blog

FEBRUARY 2, 2023

The model can be used to generate tweets, Facebook posts, and other types of social media content that can be used to promote products, events, and other aspects of the company. Also, for companies that receive a high volume of customer service requests, ChatGPT can be used to generate customer-facing responses and support.

Automotive 80

Automotive Training Customer Service Data 80

Shift Communications

AUGUST 28, 2017

More often than not, we’re reacting to the latest and greatest, from crisis communications (when the news is bad) to rapid response/newsjacking (when the news is good). cta] The post {PR}edict: Predictive Analytics and the Future of PR, Part 1 appeared first on SHIFT Communications PR Agency - Boston | New York | San Francisco | Austin.

Analytics 96

Analytics Software Technology Data 96

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 61

Social Media Trends Media Instagram 61

Sword and the Script

JANUARY 3, 2023

Crisis management: When an organization faces a crisis, PR practitioners may work to minimize the damage to the organization’s reputation by managing the flow of information and communicating with the public. She is the co-founder of Mooloop, a social media agency, and is a frequent speaker on PR and social media topics.

Interviews 100

Interviews Publicity Technology Social Media 100

PR 20/20

JANUARY 14, 2021

Note that a few of these are agency partners or benefactors of Marketing AI Institute , our sister brand. HubSpot : If you are looking for an all-in-one customer service, marketing and sales solution, look no further. As HubSpot’s first-ever agency partner in 2007, we might be biased, but the data says it all.

Technology 65

Technology Marketing Tools Google 65

Stuart Bruce

JULY 23, 2017

In reality social media should ‘live’ in each and every corporate function as it has a vital role to play in customer service, marketing, public relations, human resources and numerous other functions. Interestingly agencies appear to understand this better than in-house as it’s the top ranked focus for agencies.

Social Media 68

Social Media Media Customer Service Corporate 68

Waxing UnLyrical

APRIL 11, 2012

Getting media trained helps you stay on message and bridge back to you talking points without sounding like a robot or some disingenuous suit – a *big* problem to avoid when you’re in crisis mode. Take the time to develop a crisis communications plan. Nothing says, “I care more about money than customer service” than that.

Media Training 70

Media Training Crisis Training Crisis Communications 70

PR Fuel

DECEMBER 11, 2018

Below are some thoughts on employees, and the “boring” work of creating a business that succeeds with both engaged customers and employees – enjoy! Hiring the Right Customer Service Agents to Represent Your Brand. Your customer service agents are your front line employees. Probably not.

Training 40

Training Employee Customer Service Crisis 40

Stephen Waddington

DECEMBER 30, 2019

I appreciate your comments by email, Facebook and Twitter. Agencies are trying to improve recruitment practices or partnering with organisations such as The Taylor Bennett Foundation , a charity that exists to encourage black, Asian and minority ethnic (BAME) graduates to pursue a career in communications. She always improves my work.

Government 103

Government Education Print Ethics 103

Rock the Status Quo

APRIL 23, 2015

As an agency and consultant, I often find client expectations around the goals, purpose and potential for success of a brand advocate program are completely unrealistic. Brand advocate programs and brand ambassador programs have much in common, but for the purposes of this article we’ll focus on unpaid brand advocates. Just in case.

Brand 100

Brand Branding Community Wikipedia 100

Stephen Waddington

NOVEMBER 19, 2017

Facebook has a strong and growing platform of services including Instagram and WhatsApp. Two billion monthly Facebook users generate a huge amount of data. Action: Explore the native planning tools on platforms such as Google or Facebook as a means of characterising and understanding a public. #5 But it’s not alone.

Publicity 164

Publicity Ethics Data Community 164

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. If good customer service is good marketing , then engineering a synthetically designed (and terrible) user experience in an effort to profit ought to be illegal.

Airlines 60

Airlines Travel Customer Service Crisis 60

NewsWhip

JUNE 10, 2021

Differences between risk & crisis | Jump to text. Deploying crisis management teams | Jump to text. It comes down to every customer service interaction. Or has it moved from Twitter to Facebook, or from Twitter to someone’s blog, or whatever it might be? Talking Points. Defining risk | Jump to text.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Norton's Notes

OCTOBER 13, 2014

Put together after a YouGov study of 228 agency and in-house PR professionals across a wide range of sectors, the results are, for me, both encouraging and worrying. Agency and in-house skill sets continue to grow, which makes common sense considering the growth in digital and practitioners having no choice but to skill up.

Digital PR 45

Digital PR Trends Training Media Training 45

Sword and the Script

DECEMBER 20, 2022

There are so many thoughtful contributions – from people working on both the in-house and agency sides. In-house and agency teams will be hard at work supporting Chief Information Security Officers (CISO) with messaging that convinces their leadership colleagues and board of directors that preparing for cyber-attacks is critical.

Marketing 190

Marketing Content Marketing Data Social Media 190

Waxing UnLyrical

NOVEMBER 22, 2010

Maddie : I think PR professionals are pretty savvy to the usefulness of tools like Facebook, Twitter, and LinkedIn to raise awareness when the conditions are right. And the smartest PR agencies get that you have to have a relationship with your community if your PR or marketing messages have any chance of getting anywhere.

Community 82

Community Publicity Web Social Media 82

Waxing UnLyrical

MARCH 9, 2016

My area of interest is in crisis communication. So I decided to communicate to all of my friends and followers on LinkedIn, Twitter and Facebook that my Instagram had been hacked, and the photos did not reflect my character at all. The first thing I did was text my boss to let him know about the situation. Learnings from social.

Instagram 40

Instagram Privacy Guidelines Social Media 40

Waxing UnLyrical

MARCH 9, 2016

My area of interest is in crisis communication. So I decided to communicate to all of my friends and followers on LinkedIn, Twitter and Facebook that my Instagram had been hacked, and the photos did not reflect my character at all. The first thing I did was text my boss to let him know about the situation. Learnings from social.

Instagram 32

Instagram Privacy Guidelines Social Media 32