Sword and the Script

MAY 28, 2024

There was a lot of friction and back and forth about the approach; for example, I seem to remember it took an act of divine intervention to simply get a customer newsletter out the door. Customer marketing is always subordinate to the grandeur of acquiring net-new logos.

B2B 109

B2B Survey Marketing Measurement 109

ImPRessions - Crenshaw Communications

JANUARY 19, 2017

Good customer service and good public relations have never been more aligned. A company can spend millions on a brand reputation campaign, use high-powered PR agencies, and reap the benefits of CEO thought leadership, but if unhappy customers hit a brick wall instead of help, those investments may be squandered.

Customer Service 120

Customer Service Publicity Insurance Insurance 120

PRSay

DECEMBER 27, 2022

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. ESG and your agency. As more companies realize the benefit of DEI in hiring and work groups, so should your agency. Agencies must start at the internship level.

Trends 128

Trends Pitching Twitter Nonprofit 128

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. Media training is one of the key benefits that a professional agency provides. How to know when to bring in the PR professionals.

Company 136

Company Interviews Reputation Privacy 136

5W PR

JUNE 15, 2020

There’s often no need to take the blame for something that isn’t the brand’s direct responsibility, but it’s always a good look to be seen taking leadership of a crisis response. Depending on the severity of the PR crisis, it could take some significant action to woo customers and fans back into the proverbial trust circle.

Crisis 113

Crisis Digital PR Retail Reputation 113

ImPRessions - Crenshaw Communications

JULY 6, 2016

A PR agency employee starting in the business today will be creating programs, telling stories, and reporting to clients in ways very different from just a few years ago, in part due to the rise of digital technology and the blurring of lines between paid, earned, and owned media. Thought leadership isn’t just for B2B brands.

SEO 204

SEO Analytics Measurement B2B 204

ImPRessions - Crenshaw Communications

JUNE 28, 2018

Social monitoring and listening not only give us a heads up on customer service issues or negative PR, but they can illuminate industry trends and customer behavior. Unlike custom marketing surveys, they’re administered on behalf of multiple organizations, thus spreading the cost over many sponsors.

Storytelling 149

Storytelling Data Survey Financial 149

Stephen Waddington

MAY 9, 2020

Adapting to new markets This is an interesting area in which some organisations have shown strong leadership. The Bigger Picture is a photographic and video agency in the North East of England. It has pivoted to record stories about the crisis and provide web services. Netflix, SkyTV and Zoom are all focused on customer service.

Brand 157

Brand Branding Travel Crisis 157

Melissa Agnes

JANUARY 27, 2015

There is currently a huge divide between police officers / agencies and the communities they serve. The industry needs an emergence of leadership that is seriously lacking right now. His goal and his passion is in helping police agencies leverage social media to communicate effectively with their communities. Tweet this!)

Community 100

Community Crisis Crisis Management Crisis Communications 100

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

According to The Holmes Report, only 27% of agency leaders responding to the survey think the term “public relations” will clearly and adequately describe the work they do by the year 2020. Thought leadership is more important than ever. Thought leadership is relevant not just to B2B organizations, but to consumer product companies.

Trends 124

Trends SEO Leadership Print 124

Sword and the Script

APRIL 23, 2019

The report broke out answers from CEOs and in-house communicators to some of those questions for comparison purposes which reveals gaps (the demographics section reported 760 of the PR respondents came from in-house communications teams – and the rest from agencies). Communications is a function of leadership.

Technology 136

Technology Study Communications Survey 136

Critical Mention

APRIL 8, 2018

PRNews Online is on our same page: “I f your PR agency lacks an automated PR measurement solution, a good portion of your investment likely is spent on an account executive charging for countless hours of combing through media coverage and social channels. Remember, PR is a client-driven business—leadership is keenly aware of this fact.

Media 64

Media Software Leadership Customer Service 64

Sword and the Script

MARCH 15, 2022

So, if you work for an agency, or your company has multiple business units, you can have a separate workspace for each one. A manual send is useful for those wise PR pros that want to review such summaries before they go out to leadership. This is aimed at accommodating agencies that might have client projects or campaigns.

Tools 162

Tools Media Software Analysis 162

Sword and the Script

JULY 11, 2017

Thought Leadership Actually Requires Thought and Leadership. For those holding the top leadership billets, that could have been 20, 30, even 40 years ago. Aside from customer service, few people experience other business functions the way they experience marketing…and most of it isn’t positive. Talk to Us!

Marketing 68

Marketing Leadership B2B Survey 68

Rock the Status Quo

JULY 30, 2014

But one thing I do know is that if pre-planning is an issue within your department, organization or agency, there is an even larger problem to address… because it typically signifies a reactive culture, instead of proactive. ” Ask, “How will this help my biz increase revenue, lower costs, or improve customer service?”

Measurement 219

Measurement Customer Service Analytics Leadership 219

The Hoffman Agency

NOVEMBER 21, 2023

But this approach comes at its own high cost when sudden disruption calls for adaptation to maintain customer service. “Until senior leadership starts to think this isn’t a trade-off, we’re not going to see a change,” he said.

Brand 36

Brand Branding System Technology 36

Communications Conversations

MARCH 29, 2019

In the span of five years, Tess has excelled in marketing, communications, production, and business development roles in agencies, on the client side, and with non-profits. She is well versed in customer service and thrives on building relationships — online and in person — while accomplishing a variety of demanding business goals.

Social Media 128

Social Media Agriculture Marketing Media 128

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 198

Marketing Content Marketing Data Social Media 198

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. Has your management or leadership team had to get involved? Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

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. Publishing regular content on a blog platform is great for SEO, thought leadership, and establishing internal subject matter experts.

Marketing 52

Marketing Technology Internal International 52

PR 20/20

SEPTEMBER 17, 2019

Traffic & Conversion Summit 2020 will feature seven tracks including: big ideas, agencies only, digital retailers, digital advertisers, content marketers, conversational marketers and growth hackers. The only conference where marketers, sales and leadership teams get aligned on digital and ignite true business transformation.”.

Conference 97

Conference Marketing Case Study Content Marketing 97

Rock the Status Quo

MAY 18, 2015

In fact, some use it as their primary lead generation tool or a valued revenue stream , and the PR agency or employee that can generate active leads is an extremely valuable part of the team. And for in-house PR pros, it can be a project that has a major pay-off in bringing you to the attention of company leadership.

Publicity 100

Publicity Trade Shows Google Twitter 100

Sword and the Script

JANUARY 3, 2023

Public affairs: This involves working with government officials and agencies to shape public policy and advocate on behalf of an organization.”. She is the co-founder of Mooloop, a social media agency, and is a frequent speaker on PR and social media topics. When should a company hire a public relations agency?

Interviews 106

Interviews Publicity Technology Social Media 106

Stephen Waddington

DECEMBER 30, 2019

This covered the glass ceiling, pay gap, lack of mentorship opportunities and stereotyped expectations of leadership style, where leadership is usually seen as a masculine trait. Offices are predominantly structured around masculine way of working and doing things and around masculine behavioural and leadership patterns.

Government 103

Government Education Print Ethics 103

Prohibition

MARCH 5, 2020

This could be anything from sharing and engaging with your brand’s content to publishing thought leadership pieces and participating in interviews for industry publications. As a 2018 article in Harvard Business Review put it; “employee brand engagement establishes a critical link between employees and customers”. Be Responsive.

Social Media 62

Social Media Trends Media How To 62

Sword and the Script

DECEMBER 11, 2018

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. It’s a list worth perusing carefully because there are real gems in here from CMOs, agency leaders and many consummate professionals. 7: Lou Hoffman.

Social Media 98

Social Media Marketing Media Creativity 98

Waxing UnLyrical

AUGUST 2, 2018

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. LinkedIn is better for B2B companies that publish thought leadership articles and get recommendations. Don’t create custom hashtags. So, talk to your clients!

Content Marketing 49

Content Marketing Marketing Brand Branding 49

Shift Communications

AUGUST 24, 2016

Lack of senior leadership endorsement/pressure. In concert with A/B message testing, Marketing helps customer service predict customer questions and develops materials to more quickly and easily resolve issues. Better to not know than to expose failure. Derek Lyons. Vice President.

Data 60

Data Marketing System Google 60

Katie Paine's Measurement Blog

MARCH 9, 2023

That narrowed the data set to 10, but produced the desired percentage and the agency was able to declare that one third of all coverage contained a key message. If you are given a bunch of data collected from agencies who may or may not have been clipping consistently with your methodology you are treading in dangerous waters.

Measurement 52

Measurement How To System Comparison 52

PR 20/20

JULY 31, 2018

We’ve helped many change agents implement inbound tactics, and prove MROI to leadership. A: I was first exposed to inbound marketing working at a small marketing agency from 2009 until 2011. A: First it was convincing leadership that we needed to do something different. Here at PR 20/20, we call these champions change agents.

Marketing 42

Marketing Leadership Engineering Education 42

Waxing UnLyrical

APRIL 11, 2012

How your company behaves in a crisis can/will determine how the public responds to its leadership & services in the days and weeks that follow, making or breaking your bottom-line in the process. Nothing says, “I care more about money than customer service” than that.

Media Training 70

Media Training Crisis Training Crisis Communications 70

PR 20/20

SEPTEMBER 6, 2016

Since we first presented the concept at INBOUND 2015 , we’ve helped corporations, agencies and nonprofits achieve results faster by conducting hackathons. The half- and full-day workshops can be customized to fit your organization’s size, goals and budget. Here’s how it works: Pre-event. Select a SMART goal. Based on a 3-hour workshop.

Strategy 40

Strategy Marketing Internal International 40

Beyond PR

MARCH 30, 2018

Today, most agency executives only seem to agree on what the limits of AI in PR will be. When used effectively, machines can get smarter about how to book hotels, solve customer service issues, and much more. In this post, we’ll go through some practical steps you and your team can do to get started.

Publicity 85

Publicity Training Technology Data 85

MaccaPR

OCTOBER 2, 2014

Whenever our PR agency pulls on its rubber gloves and puts a brand’s YouTube Channel under our microscope, I’m reminded of the words sung by the Immortal Bard (John Mayer, not William Shakespeare): “I don’t need no doctor, ‘cause I know what’s ailing me.” Part 1 of a 2-part Special Blog Post.

YouTube 54

YouTube Video Web SEO 54

Ethical Voices

OCTOBER 17, 2022

Joining me on this week’s episode is Ethan McCarty , the founder and CEO of Integral , an award-winning employee activation agency serving leaders of communications, HR, marketing, and technology. Think about management as coaching or as service. Ethical issues with creating your own echo chamber.

Ethics 80

Ethics Employee Communications System 80

PR 20/20

MAY 23, 2017

EOS ( @EOSWorldwide ): EOS, aka the Entrepreneurial Operating System, shares top advice for entrepreneurs, businesses and leadership teams. HubSpot ( @HubSpot ): Topics segmented by marketing, sales and agency. August ( @augustpublic ): Need your roundup on business and work tips update in a quick, weekly format?

Resources 53

Resources Marketing SEO Engineering 53

Stephen Waddington

NOVEMBER 19, 2017

Public relations has found its rightful place alongside advertising and creative agencies at Cannes and Eurobest and is today winning awards in its own right and as part of integrated solutions. 11 Leadership becomes social. Bots have been developed to help with customer service, support and sales. With more than 1.3

Publicity 164

Publicity Ethics Data Community 164