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.”

Consumers to businesses: Your customer service is trying too hard—and not where it matters

Agility PR Solutions

When it comes to customer service, the biggest disconnect between consumers and businesses is the desire to solve an issue the first time the company is contacted. Public Relations branding


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The future of loyalty: Role of customer service in driving brand loyalty is not just for support

Agility PR Solutions

As consumers rethink their relationships with companies today, new research from Talkdesk, a CX leader for customer-focused companies, finds that loyalty is being disrupted.

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? It’s a question the folks at Sprout Social set out to ask more than 1,000 marketers and consumers earlier this year. Bottom line: Social media is now your primary customer service channel.

How your PR and customer service can—and must—work together

PR Daily

Great customers service in the digital age in complex, difficult and expensive. Don’t let this crucial consumer touchpoint be a stain on your brand’s reputation. Customer service was created to solve problems, not be a source for them.

Customer Service Is The “New” PR

ImPRessions - Crenshaw Communications

Good PR and great customer service have never been more intertwined. The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service. It may invest heavily in customer service and response. But a reputation can unravel quickly when a public-facing employee mistreats a customer.

Social media unpopular for customer service

PR Daily

There are many potential benefits for brands that have a robust social media presence. According to a new study, customer service is not one of them. M2Talk surveyed 1,000 people nationwide to see which platforms are the most popular forms of customer service. The study, entitled " Consumer Behavior and Customer Service Report ,” reports phone as the most popular way to get in touch with a company that has wronged you, with 33.5

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. Year after year, we’ve seen consumer approval numbers in a tailspin as leaders struggle with strategies for getting a handle […]. The post After years of turmoil, brand customer service may be rebounding—what’s changed?

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.

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.,

How to leverage customer service to boost your bottom line

PR Daily

The value of providing excellent customer service has now been clearly established , and you should build your own brilliant customer service. But, how do you take the next step and leverage that service into increased sales? Request reviews after providing service. Reviews can substantially boost revenue , and one of the easiest ways to get more reviews is to ask for them right after a customer service (CS) interaction.

18 Tips to Improve Your Organization’s Social Media Listening Blog

Organizations are increasingly employing social media listening for public relations, marketing, competitive intelligence, customer service and product development. While more organizations listen to customers on social media, many may wonder exactly what to listen for and how to do it.

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. Include a comprehensive description of what your company is “about,” your hours, price range and anything else applicable to consumers. Interacting on social media is important because it lets customers know you care—and they also expect it.

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.

How to provide excellent customer service on social media

PR Daily

Of all the social media benefits and uses for organizations, none compares to customer service opportunities. It was the first way that brand managers connected with people through social media, and it remains a crucial function of these platforms today. Customer service is a “feast or famine” function. When handled poorly, these instances are almost guaranteed to go viral (in a way no brand manager wants).

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.

5 ways poor service affects consumer brand loyalty—and how brands can fix it using AI

Agility PR Solutions

The post 5 ways poor service affects consumer brand loyalty—and how brands can fix it using AI appeared first on Agility PR Solutions. Public Relations branding

With frustrated consumers ready to abandon brands, it’s time to change engagement channels

Agility PR Solutions

As purchase preferences continue to morph during the resurging COVID era, brands and businesses need to get on board with the fact that their customer service communications are emerging as the key factor for customer satisfaction and brand loyalty.

How Public Relations And Customer Relations Can Work Together

ImPRessions - Crenshaw Communications

Good customer service and good public relations have never been more aligned. One of the quickest ways to understand an organization’s reputation is to look at its response to a consumer complaint. 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.

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.

Bring Businesses to Consumers’ Homes


Consumers have clearly shifted to e-commerce, whether that means buying household items or stocking up on groceries. One of the biggest trends for both big and small businesses is the increase in delivery-based options for any products that consumers need.

5 consumer behavior trends PR pros should know for 2021

PR Daily

The novel coronavirus has changed everything for businesses and their customers. As communications pros, the power of the pivot hinges on understanding our consumer. These five consumer trends are not only here to stay, but they completely change how we do business.

How and where media is consumed has dramatic effects on brand loyalty

Agility PR Solutions

With everything from customer-service shortfalls to political posturing taking a toll on consumer opinions these days, establishing loyalty has become one of the most elusive challenges for brands. New research from loyalty and customer engagement form Brand Keys examines brands in 110 categories, providing a unique set of data on loyalty, emotional engagement and brand […]. Public Relations branding

How to build trust and connection with your consumer audience

PR Daily

The Wisconsin-based sandwich company Cousins Subs relied on digital channels and customer service to show consumers a dedication to the community during COVID-19. PR Daily: In your opinion, what online assets are the most valuable for brands right now, and why?

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.

Report: Consumers want to be entertained on social media

PR Daily

A new study from Sprout Social reveals that PR has a lot to offer online campaigns, including understanding the target audience, content generation, brand visibility and more. The study asked 1,000 social media marketers about their current campaigns and goals and then asked 1,000 consumers whether brand managers were satisfying their desires. Most marketers say brand awareness remains the top goal for their social media outreach efforts.

3 ways brand managers can interact with consumers online

PR Daily

Customer service is a crucial element of social media efforts. It’s also important for brand managers to remember that social media isn’t just an extension of your customer service team. Rather, it’s about channeling the voice of your organization—and it’s a free ticket to engage directly with your customers. Truly become your brand when you’re online and engaging with fans. Is your brand serious, funny, goofy, witty or sweet?

Customer Service in a Social Media World


Social media has undoubtedly transformed the way brands serve and interact with customers. According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020. While it’s become the norm for consumers to reach out to brands for help via Twitter, Facebook, Instagram, etc., it’s not often you can say a brand really takes it to the next level.

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. Consumers have access to the same media and channels. You can publish beautiful branded content via Instagram and Facebook.

Brand 136

Olympic athletes engage fans on TikTok, data privacy builds consumer trust in e-commerce, and Activision Blizzard CEO apologizes to employees

PR Daily

While the type of content your brand or organization offers audiences should vary from platform to platform, giving a behind-the-scenes look of your organization can offer transparency that promotes conversation and builds a level genuine, organic engagement that is tough to replicate.

6 Ways to Connect With Consumers Using Periscope


With forecasts estimating that video will make up 80 to 90 percent of global consumer traffic by 2019 , live video streaming apps like Periscope are expected to stay in the spotlight. Much like how social media monitoring has transformed media and PR professionals’ daily workloads, video streaming apps are bound to affect how everyone from media professionals to customer service representatives connect and engage with audiences. Looking to expand your consumer reach?

Conversion’s through Communication


These days, business communication tends to focus on the customers, and with the sheer number of similar products and services available to them in the market, it’s easy for those customers to switch from one company to another. Customer Feedback Collection.

Public Relations is Everyone’s Business

Waxing UnLyrical

They are engaging in actions that leave a better, or elevate an already good, impression of the Ritz Carlton brand on the hotel’s guests. So guess which hotel I – as a guest aka consumer – will recommend to friends, or people who ask for recommendations, when it comes to hotels in New Orleans? Employees may have specific job functions to perform, but how they perform those functions add value to – or detract from – your brand.

Brand Authenticity Will be Here Awhile


As communities and people return to a new normal, brand authenticity will be as important as it was during the pandemic, if not higher. If anything increased significantly during the pandemic, it was consumer interest in brand trust. Getting there requires brand authenticity.

Brand 85

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

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 120

Who Should Care About Public Relations? Everyone

Waxing UnLyrical

They are engaging in actions that leave a better, or elevate an already good, impression of the Ritz Carlton brand on the hotel’s guests. So guess which hotel I – as a guest aka consumer – will recommend to friends, or people who ask for recommendations, when it comes to hotels in New Orleans? Employees may have specific job functions to perform, but how they perform those functions add value to – or detract from – your brand.

Man poses as Target on Facebook, trolls complaining consumers

PR Daily

In a move that will make you say, “I’m surprised this doesn’t happen more often,” a man posed as a Target customer service rep on Facebook and gave hilarious fake responses to real outraged customers. Melgaard created an account called “Ask ForHelp” with Target’s signature bull’s-eye logo and fired back responses to about 50 customers who were upset that Target moved to eliminate gender-based signage.

26 Thoughtful Marketing Predictions that Could Actually Happen in 2019 Across PR, Content, Digital, Social Media and Customer Success

Sword and the Script

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. The cultural divide due to ‘fake news’ and distrust of media will deepen in 2019 forcing marketers and PR to push harder on content distribution with their own consumer channels as the most direct line of communication with the company or client. 3) Emotional connection with customers. “I

Why should brands use social media for their business?

Landis PR

From brand storytelling to new commerce opportunities, social channels offer companies an unmatched opportunity to reach and engage consumers: Engage with your target audience. Twitter, Facebook and Instagram are extremely popular with major brands and their followers.