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. It may invest heavily in customer service and response.

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. Public Relations branding

Customer Service in a Social Media World

Barokas

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.

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.

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.

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 best route I’ve found is to determine and commit to a brand voice.

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. 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.,

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.

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. Sort your contacts by customers, fellow employees, vendors or other categories.

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. Take a look at the recent YouGov survey of Most Improved Brands.

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. Make your customers happy. People trust online reviews and peer recommendations more than advertising and brand content.

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. 3) Emotional connection with customers. “I 5) Alignment of marketing and customer success. “A

6 Ways to Connect With Consumers Using Periscope

Cision

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. Here are six ways Periscope can influence the way your brand interacts with consumers: 1.

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. Truly become your brand when you’re online and engaging with fans.

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.

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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. The hijinks went on for roughly 16 hours before the brand put a stop to it.

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?

Report: 55 percent of consumers complain on social media to see results

PR Daily

When traditional customer-service avenues don’t offer a solution, many consumers turn to social media. Some consumers even take to online channels first. The last thing these brand managers want is a PR crisis that extended from a social media post gone viral.

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?

5 Twitter gaffes brand managers should avoid

PR Daily

The social media platform can help you open a dialogue with your audience, update your customers on the latest company news, provide customer service and more. Monitor your Twitter analytics closely to get a better idea of what works for your brand.

Twitter offers up 122-page 'playbook' for brands

PR Daily

Twitter has now for quite some time dominated the social media customer service game. Nearly 80 percent of customer service questions posed to brands social media happen on Twitter, according to Socialbakers. Enter the Twitter Customer Service Playbook.

Marcom for Healthcare Providers: Engaging the Empowered Consumer

Shift Communications

Today’s consumer has more power than ever before. Tools like social media have enabled everyone to have a louder voice in regards to customer service and brand experiences. Another aspect of audience engagement is customer service.

How Target uses branded gifs to bolster community engagement on Twitter

Communications Conversations

If you’ve worked in the social media marketing world for more than five minutes, you know how most brands treat “engagement” on Twitter. Just take a peek at Macy’s account: Pretty typical for a corporate Twitter account in 2019 (at least among larger brands).

How integrated marketing is building new connections with today’s consumers 

Agility PR Solutions

As businesses seek to compete on CX, marketers increasingly leverage customer problem resolution to offer a positive brand experience that leads to increased satisfaction and loyalty and potentially, sales. In effect, this approach integrates marketing and customer service in the ways that customer relationship management (CRM) always promised.

How to Protect Your Brand in a PR Crisis

Onclusive

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How and when your brand responds to the press is crucial to saving your brand’s reputation.

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The Importance of Executive Brand Situational Awareness

Cision

From the vantage point of the C-Suite, we tend to assess our brand’s success based on financials. But there’s one aspect of your business that I’d encourage you to pay more attention to — brand situational awareness. Why Leaders & Execs Need to Know How Their Brand is Perceived.

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5 PR-Friendly Brands For 2018

ImPRessions - Crenshaw Communications

Smart public relations can help put a new brand on the map or burnish the image of an older one. This year, businesses face perennial questions like how to maintain customer loyalty, and fresh challenges like changes in federal regulation laws and the tax code.

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Report: The best (and worst) brand reputations

PR Daily

According to Virgin CEO Richard Branson, “Your brand name is only as good as your reputation.”. It’s tough to sum up the importance of brand reputation in a single quote, but this comes close. Financial organizations are still trying to regain consumers’ trust.

4 tips for using word-of-mouth to tout your brand

PR Daily

Personal recommendations carry great weight with would-be customers. Consumers’ word-of-mouth is marketing gold. Customer reviews are easy to access in the internet age, and many people look at online reviews before buying a product or employing a service.

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Innovation or stagnation: Are brands losing their individuality?

PR in High Definition

It can be crucial to the initial and continuing success of a business, but also crippling if you don’t commit to it and give consumers exactly what they want. But some of these actually have a very minimal effect on the relationship between the brand and consumer. Innovation.

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5 Twitter gaffes brand managers should avoid

PR Daily

The social media platform can help you open a dialogue with your audience, update your customers on the latest company news, provide customer service and more. Monitor your Twitter analytics closely to get a better idea of what works for your brand.

For brands, Twitter interaction proves profitable

PR Daily

As consumers continue to rely on social media platforms to interact with brands and express their views about products and services, brand managers must remain consistent. Twitter data show that millions of people tweet at businesses and brands.

Brands, Bad PR And Ad Boycotts: Who Wins?

ImPRessions - Crenshaw Communications

Today’s divided political climate has affected PR strategy for many companies and brands, including those who like to stay far away from partisan issues. What’s a brand to do? The post Brands, Bad PR And Ad Boycotts: Who Wins?

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Creating Contagious Content for Moms: What Brands Need to Know

Polaris

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.

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4 reasons to monitor your brand online

PR Daily

Whether it’s offline or online, it’s crucial to pay attention to chatter about your brand. Would you respond to a customer who approaches you after a presentation to tell you how much they love your product? Sadly, many brand managers ignore important—and potential—customers online.

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Does brand reputation matter to Spirit Airlines?

PR Daily

Last week, I did what marketers want consumers to do on social media: I asked my friends and family for a recommendation. The opposite of what PR folks paid to build positive brand reputations want to see. And yet they seem to have a horrible brand reputation.

Charter axes Time Warner Cable brand

PR Daily

Few consumers will miss the Time Warner Cable brand. It’s a perennial loser when it comes to customer-service scores, and it’s among the most maligned on social media. The deal, which also includes Bright House, gives Charter 25 million customers in 41 states.

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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?

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How brand managers can use Twitter’s longer DMs

PR Daily

Twitter has been changing its direct message service, but users are divided over whether its most recent update will be a blessing or a curse. Expanded customer service opportunities.

Does brand reputation even matter to Spirit Airlines?

Communications Conversations

Last week, I did what marketers like us WANT consumers to do on social media: I asked my friends and family for a recommendation. Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see.