Waxing UnLyrical

MAY 17, 2013

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). How Stories Improve Sales and Customer Experience. This Canopy Needed a Customer Service Safety Net.

Customer Service 76

Customer Service Resources LinkedIn Employee 76

Cision

OCTOBER 10, 2015

According to a recent Oracle study, 81 percent of Twitter users expect brands to respond to their questions or complaints the same day they tweet. But what happens when brands don’t pay attention to what’s being said about their products and services online? They lose their customers. Happy Campers.

Social Media 120

Social Media Branding Brand Customer Service 120

Marketwired

JANUARY 26, 2016

I had an interesting customer experience yesterday that reminded me how easy it is to break someone’s trust in a brand. One of my favorite brands is—was—a simplified graphic design program that I even mention in my new book, Above The Noise ( in bookstores January 27 ). I needed help and I needed it fast. Condescending.

Branding 100

Branding Brand Customer Service Reputation 100

Rock the Status Quo

APRIL 23, 2015

Don’t Let The Plethora of Blog Posts Fool You It’s easy to tout the benefits of brand advocate programs – of which there are many – but there isn’t enough discussion around just how difficult it is to create and sustain one. They are hired by the company and have a paid role to grow the brand.

Branding 100

Branding Brand Community Wikipedia 100

Communications Conversations

SEPTEMBER 3, 2019

Facebook is pushing Groups now, as exhibited by the promotional videos like this. And, we know, anecdotally, that more people are tiring of the Facebook feed each day. In my research for one client last year, I came across the Dental Hacks Facebook Group. Sure, the easy answer is for brands to start groups of their own.

Groups 68

Groups Branding Brand Facebook 68

Polaris

MAY 5, 2015

If your brand targets moms, your social media strategy may need a major overhaul, according to a recent study conducted by Yummy Mummy Club (YMC) in Canada. Brands still think that pushing out stories about how great they are will resonate with moms,” Erica Ehm , the founder of YMC, told me. It’s about getting new customers.”.

Branding 100

Branding Brand Pinterest YouTube 100

Rock the Status Quo

MARCH 30, 2015

View image | gettyimages.com Media coverage abounds related to last week’s 2015 F8 Developer Conference – an event for app developers put on by Facebook. Facebook native video. PLUS Facebook reach (minimal as it might be). PLUS Facebook reach (minimal as it might be). Read on for the dets!

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Norton's Notes

DECEMBER 4, 2015

We all know Facebook is the behemoth of the social media world, our clients have to use it, and now it’s gone pay to play, we all have to spend our budgets to use it to get some kind of decent reach, unless you are in the camp that says it’s time to ignore the platform altogether. Here is their response: “Thanks for reaching out to Facebook.

Customer Service 28

Customer Service Facebook Social Media Agency 28

The Proactive Report

FEBRUARY 24, 2017

The major social networks (Facebook, LinkedIn and Twitter) have been fairly stable for the past five or six years. Apparently brands don’t consider Twitter as sexy as Instagram or Snapchat. Used correctly, Twitter can have a huge impact on customer service, perception and reputation. They are now at around $16.

Twitter 235

Twitter Customer Service Web Facebook 235

Landis PR

MARCH 14, 2022

Five Key Steps to Introducing Your Consumer Brand to a New Social Media Platform. Having a social media strategy can boost your brand and expand your market, but that doesn’t all happen overnight. Being intentional with your social media strategy will give your brand its best chance at success.

Social Media 52

Social Media Consumer Branding Brand 52

Solo PR Pro

OCTOBER 2, 2018

Love or hate it, Facebook continues to be the social media platform of choice for 68% of adults in the U.S. While trust in Facebook has taken a hit, it remains a platform where your clients’ prospects and established audiences are likely to be found. In August 2018 Facebook rolled out some changes to business pages.

Facebook 65

Facebook System Groups Policies 65

PR News

MARCH 13, 2017

So annoyed was I by the poor customer service and the constant retargeting of ads from this particular furniture store that I resorted to cleaning… Continued. The post How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step appeared first on PR News Blog.

Customer Service 84

Customer Service Branding Brand Retail 84

Communications Conversations

AUGUST 23, 2016

Brands have long (well, as least for the last 7-8 years) relied on Twitter as a customer service tool and a brand management tool. When looking over competing brands’ Twitter accounts I noticed a trend: Very few of them were responding to any tweets. 3: It’s not nearly the social ad darling Facebook is.

Twitter 60

Twitter Branding Brand Tools 60

PR in High Definition

AUGUST 21, 2018

Customer service is often considered to be the key to a brand’s reputation , but part of keeping the customer happy and loyal, is to bring something new and exciting to keep them engaged. But some of these actually have a very minimal effect on the relationship between the brand and consumer.

Branding 54

Branding Brand Trends Social Media 54

prTini

OCTOBER 20, 2016

As more and more customers turn to Facebook, Twitter, Yelp, and other social channels to ask questions or make complaints, keeping up with customer service is no easy task. Through Hootsuite, you can set up searches for hashtags and keywords relevant to your brand. Take a Team Approach to Social Customer Service.

Customer Service 28

Customer Service Community Social Media Radio 28

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. They would have a Facebook page.

Airlines 60

Airlines Reputation Branding Brand 60

Communications Conversations

JUNE 18, 2020

Let’s look at four big shifts that have been happening in 2020 so far, and how I would argue most social media marketers have reacted: Shift #1: Customers don’t want ‘storytelling’–they want exceptional customer service. People were truly talking with brands (and other people).

Social Media 88

Social Media Customer Service Marketing Pinterest 88

Cision

MAY 30, 2017

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. . Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? Intermediate: Dedicated Customer Service and Reviews Software.

Software 328

Software Customer Service Google Small Business 328

Prohibition

APRIL 7, 2022

It’s vitally important to keep on top of these trends, no matter how often they might change, if you want your brand to stay relevant and ensure your content resonates with your target audience. Facebook becomes the go to for customer services enquires and launches Facebook reels.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

It’s vitally important to keep on top of these trends, no matter how often they might change, if you want your brand to stay relevant and ensure your content resonates with your target audience. Facebook becomes the go to for customer services enquires and launches Facebook reels.

Social Media 62

Social Media Trends Media Instagram 62

Burrelles Fresh Ideas

FEBRUARY 13, 2024

Once upon a time, businesses hopped on social channels to amp up their brand presence and chat with customers. So, it’s a no-brainer for e-commerce (aka ecommerce) brands to team up with social media to make those sales happen. Think of it as using social media to find and cultivate potential customers interested in your offer.

Social Media 86

Social Media Media Mobile SEO 86

Flack's Revenge

DECEMBER 5, 2018

What’s not safe is ignoring social conversations, especially those related to your brand and category. Interestingly, brands that take a stand, even a controversial one, are generally way ahead of those that sit on the sidelines. Instagram is all about dazzling images and stories and Facebook is increasingly about video storytelling.

Social Media 149

Social Media Marketing Media B2B 149

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

PRSay

DECEMBER 27, 2022

For smaller brands, Twitter’s noisy platform and algorithms that determine what users see often work against their best efforts. 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. Beyond words: adding multimedia to story pitches.

Trends 114

Trends Pitching Twitter Nonprofit 114

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. 1) Provide social media training for everyone that operates as an admin on a brand account. Your social media manager needs to be more than someone who just knows how to schedule posts on Facebook. Facebook isn’t Twitter, right?

Social Media 239

Social Media Crisis Training Media 239

Waxing UnLyrical

DECEMBER 20, 2012

This post will depress all the Facebook Ninjas who’ve drunk the Facebook Koolaid. They are a service business. One that could have a vibrant Facebook community, if they could just get to that point. But their Facebook Page has just 23 fans so far. Ask your customers – directly – to Like the Page.

Community 93

Community Facebook How To Web 93

Waxing UnLyrical

AUGUST 2, 2018

You are drowning in emails, ads and brand messages – and so are your prospects and clients. 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. Instead, use hashtags that are already popular and align with your brand.

Content Marketing 49

Content Marketing Marketing Branding Brand 49

Communications Conversations

MAY 29, 2019

As Holmes states, years ago the frequent ask from brands and clients was: “We want this to go viral.” Your brand was just getting started on Facebook. Then, a few years later, Facebook changed everything. Suddenly, brands were paying to reach their audience. Even Facebook is taking notice.

Viral 98

Viral Community Reddit Facebook 98

Communications Conversations

NOVEMBER 8, 2018

In fact, according to a recent UMass-Dartmouth study , 91% of Fortune 500 level companies use Twitter, 89% use Facebook, 63% use Instagram and 98% use LinkedIn. So, this is a great place for brands to establish authority by simply answering customer questions. This is second only to Facebook. The stats: 190M users.

Social Media 121

Social Media Reddit Pinterest Communications 121

ImPRessions - Crenshaw Communications

MAY 15, 2018

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. Facebook dodges blame. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke. Five crisis PR first responses.

Crisis 136

Crisis Privacy Airlines Facebook 136

Communications Conversations

DECEMBER 2, 2021

Over the last few years, I’ve noticed many brands have put a lot more time, energy and resources into generating sales (B2C) or leads (B2B). Just look at your Facebook feed–how many ads are in it? Yep, sales and leads are a primary focus on many, many brands. Driving awareness and engagement with customers.

Strategy 106

Strategy B2C B2B Resources 106

Cision

MAY 18, 2015

Probably the least exciting aspect of social listening is customer service. You may provide customer service by phone or by email, in great volume or in great scarcity – but social care (customer service on social media) is the primary reason that many social users will engage with brands on social platforms.

Customer Service 120

Customer Service Social Media Analysis Data 120

Cision

OCTOBER 24, 2015

Social media has become a centerpiece for brands’ reputations. Customer service departments have had to shift their strategies, while HR departments have started to turn employees into brand advocates. Now, your brand must think on a global scale. Are they getting twice as many Likes from their Facebook posts?

Social Media 120

Social Media Real Estate Media How To 120

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. Areas of investment in digital PR The main areas in which brands are spending their digital and social media budget are: video-based content (58%), paid social media activity (58%), and web design and build (47%).

Digital PR 78

Digital PR Report Communications Crisis Management 78

Communications Conversations

OCTOBER 4, 2018

For starters, there’s this trend line: Then, you look at the huge growth in Facebook Messenger over the last few years: And then you see this insane growth curve for WhatsApp: Clearly, private messaging is taking off as a primary way for people to communicate on their phones (and, to an extent, online in general).

Trends 109

Trends Marketing Instagram Social Media 109

Mark My Words

MARCH 22, 2022

We have seen protests from unions on the docks, captains refusing to leave their ships or let new crews (of underpaid foreign agency workers) onboard against a backdrop of unified condemnation from media, social media and across the political spectrum. But will this abhorrent treatment of workers impact P&O Ferries’ brand and profit?

Government 60

Government Customer Service Financial Consumer 60

ImPRessions - Crenshaw Communications

SEPTEMBER 5, 2019

Entrepreneur and presidential contender Andrew Yang has used his 15 minutes to warn us of the hollowing-out of key industries like retail, customer service, and trucking as a result of AI. They want to know why a company exists and what its brand stands for. What does it value? How are its employees treated? Why does it matter?

Marketing 173

Marketing Storytelling Creativity Privacy 173