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Customer Service Touch Point

Ronn Torossian

Brian Solis, the person Salesforce calls a global innovation evangelist, hit the proverbial nail on the head with regards to the state of today’s customer service when he said, “Social media is about sociology and psychology more than technology.”

6 tips for differentiating your brand by improving customer service

Agility PR Solutions

With many offering similar products and services at similar prices, one of the best ways to set your company apart from the competition is to offer excellent customer service. These six tips will help you improve your customer service: 1.

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What Does Customer Service Have to Do with Marketing?

Ronn Torossian

Right under your nose lies one of the simplest and most effective approaches to marketing for any business of any size. Customer service. However, customer service is, in fact, an important part of marketing. After all, a customer who has a poor experience with a business […]. The post What Does Customer Service Have to Do with Marketing? Brand PR Business Public Relations Ronn Torossian Insights Strategy

The Case for Customer Service Marketing: Social Media Marketing World Recap

Cision

If you’re in marketing, you know the sales funnel well and you take pride in loading it with the leads your sales team needs to be successful. (If If you’re in an agency, leads are just new business and customer service is your account team.). I want to talk to you today about a topic that may turn you off of this post; customer service. Yes, customer care is incredibly important but maybe you have a person or a whole team for that.

What should your social media marketing focus on: Customer service or content?

Communications Conversations

What makes a brand “best in class” when it comes to social media marketing? Clients are constantly asking me what other companies are doing in terms of social media marketing best practices. Three of the top four answers hone in on content marketing or engagement.

What should your social media marketing focus on: Customer service or content?

Communications Conversations

What makes a brand “best in class” when it comes to social media marketing? Clients are constantly asking me what other companies are doing in terms of social media marketing best practices. Three of the top four answers hone in on content marketing or engagement.

After years of turmoil, brand customer service may be rebounding—what’s changed?

Agility PR Solutions

Remember when “service with a smile” was hallmark credo for public-facing companies? Customer service has been hailed as the key driver of consumer loyalty, but lately it’s been the most enigmatic challenge facing brand marketers. The post After years of turmoil, brand customer service may be rebounding—what’s changed? Public Relations branding

Chatbots, customer service, and public relations

Media Bullseye

AdAge recently ran a piece about chatbots, the contents of which were directed at Chief Marketing Officers. As chatbots become more common and frequently used and customers—particularly millennials—are comfortable interacting with them, we can expect their use by brands to soar. If marketing and customer service are using chatbots, what are the implications for communications and PR? What are brands doing with chatbots?

3 social customer service lessons from Olive Garden

PR Daily

An agency created promotions and campaigns for Olive Garden''s social media, and its job was to push messages—not help customers. Take social media from marketing and give it to PR. Instead of just getting briefed on promotions, the community managers joined brand meetings, built relationships with Olive Garden employees and visited test kitchens to become a voice for the brand.

5 Tips to Nurture Your Brand Fanatics

Cision

Customers who are quick to tell all their friends and social networks how much they adore your brand. I call these brand fanatics. Now, these people may be willing to spread the word about your brand for you, but in my experience, a little nurturing of that relationship never hurts. Every time someone mentions your brand on social media or a blog, it’s up to you to respond. Make Them VIP Customers.

In customer service, is social media the new email?

PR Daily

Organizations across the United Kingdom are increasing their customer service reach through social media. Recent data from Eptica show that in 2016, brand managers answered customer inquiries more efficiently on Facebook (44 percent) and Twitter (48 percent) than by using email (38 percent). Close to 85 percent of brands were active on Facebook, well below the 95 percent with a Twitter presence. To interact with customers in the U.S.,

Costco reinstates pandemic purchase limits, small businesses refuse to automate customer service, and Delta looks to ban unruly passengers

PR Daily

Also: Unilever launches Hispanic Heritage Month initiative across brands, how to tell sustainability stories with subtlety, and Apple pushes back against EU USB-C push. Unilever’s Hellman’s condiment brand will also partner with Hispanic families to help reduce food waste.

Spirit Airlines touts automated social media customer service

PR Daily

While most businesses go out of their way to employ best practices in all areas of marketing and operations, Spirit Airlines somehow survives by employing some of the worst practices. Spirit has a history of an almost adversarial relationship with customers, and has gotten its fair share of negative comments in social media. The brand has renamed the Twitter presence the Spirit Autopilot. Because that’s what irate customers want—another automated response.

4 ways to improve your customer service online

PR Daily

Customers frequently use social media to interact with organizations whose products and services they favor. It’s important for brand managers to be aware of their online presence and to use social media to provide customer service. A successful “social service” strategy depends on your ability to recognize and address both positive and negative customer feedback. Here are a few ways to improve how you interact with customers online: 1.

The Snowball Effect: How Your Company Culture Affects Your Customer Service and Informs Your Communications Strategy

Barokas

It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies. When your company’s culture, customer service and communications strategy are all aligned – it can help your business maintain a healthy reputation and even lead to brand loyalty. When your customers believe in your organization like your employees do, it means more business. How do you define company culture?

How to use social media to win at customer service

PR Daily

Social media has become the customer service center for most organizations, large and small. One of the first things you can do for your brand is to fill out a complete company profile. Interacting on social media is important because it lets customers know you care—and they also expect it. That’s how long it takes for brand managers to respond, but the study revealed that customers’ expected wait times are drastically lower: Email: 6 hours.

4 reasons to bring back ‘old school’ customer service

PR Daily

Digital marketing has exploded, and organizations have innovated wildly to meet customer expectations. Sleek, streamlined, fast-paced organizations abound, and although it’s what customers want, there’s something cold and impersonal about many 21 st -century transactions. Although customers demand speed and efficiency, what they really crave is that feeling of an old-school company that takes the time to get to know, interact with and nurture them.

Dear Facebook your customer service for social media agencies sucks!

Norton's Notes

So with that in mind you would think that Facebook would have a killer customer service team that would be agile, friendly, adaptable and helpful to get you to spend your money in the correct areas right? Not only that but this Christmas, as we have several well known retail brands in our portfolio, we have significant PPC budgets which means we are going to be spending more than we have ever spent. I thought the aim was to help your customer and make them happy?

Why Brands Must Personalize the PR Experience

Cision

So you’ve heard about the customer experience, and the user experience but what about the Public Relations experience? At Forrester’s Customer Marketing conference held last week in New York, speakers ranging from Casey Carey, director of marketing at Google Analytics to Stephen Kennedy, director of loyalty marketing at Dominos discussed how personalization is helping brands succeed.

One Very Important Element that Most Customer Service Programs Lack Today

Melissa Agnes

Customer service programs and trainings are important. It’s important to educate and train your frontline to be able to engage and empower your clients, to build relationships and to humanize your brand. However, one area of the customer service training that often gets overlooked is issues management. Issues management is an important part of customer service.

Study: Get personal with customer service on Twitter

PR Daily

In a piece of advice that should not come as a surprise to social media practitioners (yet probably still will), Twitter suggests that you should make your customer service more human. The results of a recent Twitter survey found that when brands personalize their interactions—meaning the brand included the customer’s name and the customer service rep’s signature—77 percent of customers were likely to recommend the brand.

How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step

PR News

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. Rarely do I mess with cookies, except to eat them. But an experience over the last two weeks with a furniture retailer had me clearing the cookies from my computer.

Fix (or Establish) Your Brand Reputation

Shift Communications

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. 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. Make your customers happy. People trust online reviews and peer recommendations more than advertising and brand content.

How to build a stronger brand to withstand the social media haters

PR Daily

The new rules of business branding are becoming clear, and organizations that have found big success should be prepared for a backlash online. A second big shift is how brands big and small are quick to retreat after even modest criticism.

A Quick Guide to Social Chat Channels for Businesses

Cision

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Also notable about social media’s one-to-one interactions is the low barrier to entry, compared to email or SMS: users have to initially disclose less personal information about themselves in order to get customer support from a business.

4 Ways PR Creates Brand Attachment

ImPRessions - Crenshaw Communications

While top-tier marketing and advertising are valuable, associated PR campaigns can help propel a brand to the next level of emotional attachment. You feel connected to these brands. 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. 4 ways PR creates brand attachment. PR gives voice to brands.

Brand 121

Only 15% of retailers offer a differentiating omnichannel experience—which brands are leading?

Agility PR Solutions

Consumers’ expectations of brands and retailers have changed, and the buying journey has been forever altered—and from those shifts have come new expectations around customer service. Public Relations marketing

Retail 124

How an original marketing campaign helps your brand stand out

Agility PR Solutions

When choosing a bank to open a personal account you always seem to hear the same things around low fees, dedicated customer service, savings opportunity, what other services they offer, etc.

Half of consumers believe brands are neglecting in-app customer support

Agility PR Solutions

Even though mobile apps have become the center of people’s everyday lives, many companies are missing an opportunity to deliver customer support in a way that is most helpful to their mobile app customers, according to new research from in-app customer service firm Helpshift.

Trust in Business: 10 Ways to Build the Currency Brands Can’t Live Without

Sword and the Script

Brands earn customer trust in business by protecting their data, offering a reasonable value, focusing on the quality of their product or service and delivering good customer experiences. Trust in business is a currency that brands can’t live without.

B2C 101

B2B Customers Want Thought Leadership

Sword and the Script

Thought leadership is usually associated with top-of-the-funnel as far as marketing outcomes are concerned, but there’s evidence to suggest it meets the needs of existing customers. Yet for many companies, content programs intended to help existing customers is an afterthought. Studies have shown that somewhere around one-fifth of companies identify related metrics such as customer retention as a content marketing objective.

Qualify Hard; Close Easy: Leads in Unscripted Marketing Links

Sword and the Script

The face of a nearly brand new iPhone 6s looked like a spider web. Most of his leads come from Google, though he also cites Yelp as an up and coming source of customers. He did a great job repairing my iPhone and as a result, I left him a nice review on Google which I hope will help other customers with broken phones to find him (the photo above is from his shop). That sounds like sage advice for companies in the business-to-business market with a long sales cycle.

Brand conversations during COVID-19

Stephen Waddington

The best responses are rooted in listening, engaging and providing support to customers. It’s led to a saturation and brands struggling to cut through. Information trickles down an organisation and is broadcast via increasing numbers of branded owned and shared channels.

Brand 132

Lessons in Listening and Customer Outreach From Chobani

Waxing UnLyrical

If you didn’t know I was a Chobani brand ambassador … well, I am. They do something I always say is more important than marketing. And that is they recognize and support their brand evangelists organically. Great service. Where did customers go to complain? He wanted to bring the brand to life in a physical space. And online, they have a great approach to social media, integrating customer service every step of the way.

Brand Authenticity Will be Here Awhile

5W PR

As communities and people return to a new normal, brand authenticity will be as important as it was during the pandemic, if not higher. This news comes amidst reports that 6% of marketers expected bigger 2021 advertising budgets. Getting there requires brand authenticity.

Brand 85

Influencer Relations For B2B Brands

ImPRessions - Crenshaw Communications

Influencer PR for B2B is about nurturing genuine relationships with personalities who can influence the customer journey, from lead generation to purchase and beyond. The association and advocacy of unbiased industry experts is a time-honored way to build brand trust through earned media, high-quality content, or special events. Before jumping in, the PR and marketing teams should develop a detailed strategy, complete with goals and KPIs. Marquee customers.

B2B 120

McAfee partners with Peloton on software bug warning, 9 drivers of brand authenticity, and Southwest explains grounded flights

PR Daily

Tripadvisor has launched Tripadvisor Plus, an annual subscription program designed to save its customers money by offering discounted prices on hotel stays, rental car savings and benefits through Hertz, personalized travel advice over text and more.

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

Rock the Status Quo

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. What is the difference between a brand ambassadors, brand advocates and just an online community? It can be an industry, a career field, a product or service or just an idea. Is Pinterest Right For Your Brand?

Brand 167

Purpose Driven Branding

5W PR

While some brands like Ben & Jerry’s, Timberland, and Nike have been espousing various causes for years, recent events have greatly accelerated this movement, among many others. The mission must remain focused on generating revenue, and purpose goes to the reason the brand exists.

Brand 85

Bank of America shares minimum wage benchmarks, privacy drives brand trust, and Amazon expands worker safety initiative

PR Daily

Hello, communicators: Brands and organizations have gone to great lengths to promote vaccine awareness and encourage vaccinations among stakeholders. Ragan is delighted to add industry event and thought leadership brand Communications Week to our portfolio.