The Case for Customer Service Marketing: Social Media Marketing World Recap
MARCH 31, 2017
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. Jay Baer: How to Use Customer Service to Turn People Into Brand Advocates.
Customer Service: Five Behaviors to Use
APRIL 28, 2015
By Adam Toporek Perhaps one of the greatest challenges in customer service is that we do not control the filter through which our customers interpret our words, our gestures, or our actions.
Guest Post: 4 Reasons #PR Pros Need Customer Service Skills
SEPTEMBER 14, 2015
During my career, I have noticed that one particular skill is often overlooked when it comes to training new PR pros and that is customer service. You might wonder what has customer service to do with PR? That’s the first rule taught in customer service trainings.
6 Quick Tips to Keep Up with Social Customer Service
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.
Dear Facebook your customer service for social media agencies sucks!
DECEMBER 4, 2015
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? I thought the aim was to help your customer and make them happy?
Why Brands Must Personalize the PR Experience
APRIL 10, 2017
So you’ve heard about the customer experience, and the user experience but what about the Public Relations experience? A Forrester survey found that 68 percent of businesses say that delivering personalized experiences for customer is a priority.
Friday Wrap #169: Wikipedia purges editors, GM CEO on Facebook, sad state of social customer service
Holtz Communication + Technology
SEPTEMBER 4, 2015
Wikipedia bans hundreds of editors for promoting brands —A months-long investigation by Wikipedia’s Checkuser team resulted in the banning of 381 editors from the site for taking pay to create and edit “promotional articles.” Brand recall is better with native ads, too.
Chatbots, customer service, and public relations
JANUARY 12, 2017
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?
5 Tips to Nurture Your Brand Fanatics
APRIL 21, 2017
Customers who are quick to tell all their friends and social networks how much they adore your brand. I call these brand fanatics. Every time someone mentions your brand on social media or a blog, it’s up to you to respond. Make Them VIP Customers.
How to use social media to win at customer service
FEBRUARY 1, 2016
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.
Friday Wrap #118: More 9/11 abuse, corporate blogging declines, customer service as experience
Holtz Communication + Technology
SEPTEMBER 12, 2014
It was 9/11, and marketers were idiots again —When will marketers finally figure out that brands aren’t people and 9/11 tributes won’t be received well? But please resist the urge for the brand to take advantage of this particular newsjacking opportunity.
4 reasons to bring back ‘old school’ customer service
APRIL 11, 2016
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.
4 ways to improve your customer service online
FEBRUARY 5, 2016
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. customer service inquiries.
Study: Get personal with customer service on Twitter
AUGUST 17, 2015
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.
3 social customer service lessons from Olive Garden
JANUARY 21, 2015
An agency created promotions and campaigns for Olive Garden''s social media, and its job was to push messages—not help customers. RELATED: Attend our Disney summit to discover how to engage customers, employees and the media online. ].
Social media unpopular for customer service
JANUARY 23, 2015
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.
Why Word-of-Mouth Means Little Once You’ve Lost a Customer
NOVEMBER 10, 2015
But it is often companies with the worst service that suffer from the worst of word-of-mouth, and this far more influences a buyer than positive recommendations. Eighty-six percent of consumers have stopped doing business with a company because of a bad customer experience.
Fight or Flight: Responding to a PR Crisis
DECEMBER 10, 2014
My uncle and dad boxed in the service, while my cousins boxed Golden Glove. And, when you take to Twitter and Facebook to complain about a company or their service until they finally take action…is that you being a bully? By Stacey Hood.
Why Customer Service and Social Media Must Learn to Work Together
DECEMBER 10, 2014
Below is a guest post by Elizabeth Victor, a brand advisor for iSentia. As social media has become more and more popular throughout the world, it is important for companies to adopt a new outlook toward customer service.
Beware Social Media Faux Pas During The Holidays
DECEMBER 22, 2014
But as the following examples illustrate, even big brands fall prey to social media missteps that cost them some holiday goodwill, and even worse, paying customers. Typical customer messages included such tweets as, “Do they support fun marriage?”
Spirit Airlines touts automated social media customer service
JUNE 9, 2015
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. The Spirit Autopilot responds to pretty much everyone who tweets at the brand with things like this: @Jaykeup AutoReply//183JH_[AP]:You can contact us here: [link] or [link] or [link]. Because that’s what irate customers want—another automated response.
Why You Need a Messenger Platform On Your Website
JUNE 13, 2016
Related Stories Cultivate a Culture-Driven Customer Experience Four Elements of Successful Brand Storytelling Use SEO to Augment Your Business Development Plan. Messenger platforms are all the rage right now.
Customer Loyalty in a Changing World
MAY 14, 2015
Customer loyalty is akin to a really solid marriage—committed, enduring, and monogamous. Consumers are becoming less and less committed to particular brands, and make choices more frequently based on price, convenience, and endless other social or emotional motivators.
Three Ways to Improve Customer Experience Today
SEPTEMBER 21, 2015
A bit of chlorine and dug out cement logically shouldn’t improve customer experience.yet oddly it does. Customer Experience is Created through Stories. Scenarios like this are often the case when it comes to what might make or break a customer experience. By Laura Petrolino.
A Fantastic Starbucks Customer Experience Story
OCTOBER 30, 2012
It’s one of fantastic customer service from a brand we all know and love: Starbucks. He took regular Starbucks customers and had such an effect on us, we’ll become dessert patrons at a fancy schmancy restaurant. Customers are people.
Customer Experience is an Investment
MARCH 4, 2015
By Laura Petrolino Customer experience is something many organizations continue to struggle with. They struggle to find ways to help team members at every level understand and execute upon the customer experience standards they wish to uphold. I am a customer for life.
A Quick Guide to Social Chat Channels for Businesses
SEPTEMBER 19, 2016
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.
Cultivate a Culture-Driven Customer Experience
JUNE 6, 2016
Customer experience doesn't need to be elaborate or expensive. But it does need to be an organizational-wide focus on putting customers first. Laura Petrolino explains how to turn customers into brand ambassadors through a culture-drive customer experience.
Seven Effective DIY Market Research Tactics
JANUARY 20, 2015
While your peers are spending thousands of dollars on a professional services firm, you can take the lead with these seven quick and dirty DIY methods. You can (and probably should) hire “good customers” as well as “problem customers” just to see how your staff handles difficult situations.
How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step
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. 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.
Top 10 Digital Branding & Marketing Trends for 2017
DECEMBER 2, 2016
Here are the Top Digital Branding & Marketing Trends for 2017 to watch for. The probing minds at the Borenstein Group, a Top Washington DC Digital Marketing and Branding Agency, have done the homework for you.
3 Steps To Convert Critics To Clients
NOVEMBER 2, 2015
No brand can avoid them. Those pesky critics who seem to have an opinion about everything are taking down your brand one bad Yelp review at a time. You need to adapt your customer service strategy for social media. Keep track of what you promise customers.
My Son, the Social Network
JUNE 4, 2012
Value lies in the ability to respond immediately to customer concerns. Realize they can make us a more welcome part of our community and can extend our family creed and values —ok, call them our “brand”—a lot further and longer than we can do for ourselves.
Eight Signs You’ve Contracted the Big C … Campaign
AUGUST 19, 2015
And eight good reasons to stop cheating on your customers. Stop Cheating On Your Customers. Your marketing should be about the wants needs and desires of your customers and one of the biggest outcomes you can hope for is to spark a new relationship or sustain an existing one.
Overcoming Communication Barriers: A Team Effort
SEPTEMBER 17, 2015
I emailed customer support. And I told him exactly that, and it’s what attracted me to the Spartan brand. But I couldn’t because…he was the head of customer service. Do you let one person affect your brand perception? By Anne Reuss.
The Customer is Always…. (Fill in The Blank)
AUGUST 18, 2015
Customer Service in PR. Let’s talk about customer service. And I don’t mean just agencies—when you work in house you’re serving your brand as a client. How often do you tell clients you’re customer-focused? Identify the real customer. By Aly Saxe.
Fix (or Establish) Your Brand Reputation
SEPTEMBER 26, 2014
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.
B2B Customers Want Thought Leadership
Sword and the Script
FEBRUARY 17, 2015
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.
Infographic: The Perennial Customer Revolution
Sword and the Script
MAY 19, 2015
It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception.
How Public Relations And Customer Relations Can Work Together
ImPRessions - Crenshaw Communications
JANUARY 19, 2017
Good customer service and good public relations have never been more aligned. In the age of social media, an unhappy customer has access to a digital megaphone to share their anger, and most are only too happy to use it. Involve PR in customer service messaging.