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.”

Guest Post: 4 Reasons #PR Pros Need Customer Service Skills

PR Expanded

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? 4 reasons PR pros need customer service skills: Put yourself in their shoes. That’s the first rule taught in customer service trainings. Chris Brogan said: “Customer service isn’t a chore.

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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.

What Does Customer Service Have to Do with Marketing?

Ronn Torossian

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 StrategyRight under your nose lies one of the simplest and most effective approaches to marketing for any business of any size. What is it?

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

Cision

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. Jay Baer: How to Use Customer Service to Turn People Into Brand Advocates. We expect customer service to be slow, robotic and reactive.

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.

Friday Roundup: Customer Service

Waxing UnLyrical

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). Why: Adam Toporek explains why a great product alone can’t make up for below average customer service. Why: A wonderful WUL guest post by Kirk Hazlett that reminds us that nurturing customer relations is a year round job.

6 tips for creating a strong customer service department

Agility PR Solutions

One of the most important departments in your business is the customer service department. Customers will not continue to do business with you if they don’t have good interactions with friendly, helpful people when they need help. Analysis Public Relations branding

Retail PR’s Achilles Heel—why customer service must evolve

Agility PR Solutions

Customer service is a vital part of any business’ success, and it’s no longer safe to rely on old customer service practices and expectations. The post Retail PR’s Achilles Heel—why customer service must evolve appeared first on Agility PR Solutions. Analysis Public Relations brandingIt’s undeniable: we live in a time in which instant gratification and speed are highly valued.

3 keys to the link between customer service and brand reputation

Agility PR Solutions

All businesses should be aware of the important connection between customer service and brand image. Think about it; a customer who receives poor service is going to associate this level of service with your company and overall brand.

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. 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

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? When Facebook launched Messenger Platform , its chatbot API, developers started tinkering and so did many major brands. What are brands doing with chatbots?

6 Quick Tips to Keep Up with Social Customer Service

prTini

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. Social customer service can be especially complicated for small brands, since customer expectations don’t adjust for the size of your customer service team. Through Hootsuite, you can set up searches for hashtags and keywords relevant to your brand.

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.,

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. 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. RELATED: Attend our Disney summit to discover how to engage customers, employees and the media online. ].

Spirit Airlines touts automated social media customer service

PR Daily

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.

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.

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?

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.

Was Away On A Mission Impossible?

ImPRessions - Crenshaw Communications

But it’s a perfect time for fresh leadership, and a good way for Korey to be sent packing as a public face of the brand. Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true.

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.

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?

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.

18 Tips to Improve Your Organization’s Social Media Listening

Glean.info 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.

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.

Unpacking The Away PR Disaster

ImPRessions - Crenshaw Communications

But it’s a perfect time for fresh leadership, and a good way for Korey to be sent packing as a public face of the brand. Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true.

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.

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.

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. Personalization has increased the level of activity among engaged customer groups.

Why Customer Service and Social Media Must Learn to Work Together

PR 20/20

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. She enjoys sharing tips on media monitoring and analysis. You can find her on Twitter and Google+. Social Business

How Public Relations And Customer Relations Can Work Together

ImPRessions - Crenshaw Communications

Good customer service and good public relations have never been more aligned. 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. 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.

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.

3 Steps To Convert Critics To Clients

Cision

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. Today, it’s easier than ever for customers to share their experiences with your brand – and if their experience is bad, it’s also easier for the rest of your audience to see and take note. Keep track of what you promise customers.

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.

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.

Lessons in Listening and Customer Outreach From Chobani

Waxing UnLyrical

If you didn’t know I was a Chobani brand ambassador … well, I am. 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. So let me get that out of the way right at the start.

Customer Care | The Ultimate PR Strategy

Reputation Us

This may put some PR professionals on alert but — if companies put customer care genuinely, squarely at the center of their business model, there’d be less need for traditional PR. Word-of-mouth is the cornerstone of PR and, frankly, how better to get positive word-of-mouth referrals than truly taking care of your customers? Speaking of tires… Nordstrom is known for its customer care. Nordstrom is focused on building brand loyalists and long-term customers.

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. Good Customer Service is Good Marketing.