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.

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.,

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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. Instagram.

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.

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? We see thousands of mentions of Chobani every day, largely across Facebook, Twitter, and Instagram. He wanted to bring the brand to life in a physical space. Lessons in Listening and Customer Outreach From Chobani is a post from: Waxing UnLyrical.

3 steps to developing a content calendar for Instagram Stories

PR Daily

Ready to tackle your brand’s Instagram Stories in 2020? Don’t fret; follow these steps to build a solid Instagram Stories content calendar in 2020: 1. Do you have a library of professional or amateur photos and videos that your brand uses? Do your fans and customers share any photos with you, or via social media? If you don’t already work any influencers to create content for your brand, put that on your to-do list for 2020.

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. You can publish beautiful branded content via Instagram and Facebook. Instead of listening they shout about their latest products or services.

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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. 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.

5 B2B Instagram feeds to emulate

PR Daily

Instagram was once a digital playground for hipsters and teens looking for a place to share pictures of frappes and puppies. In the past few years, Instagram''s user base has exploded and now includes well-known brands and companies who use the platform to reach and engage with customers. Here are five of the top B2B Instagram feeds and tips on how brands use the image-sharing service in their B2B marketing strategies: Microsoft.

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Influencer Relations For B2B Brands

ImPRessions - Crenshaw Communications

Most people think of third-party influencers as YouTube stars with millions of subscribers, or Instagram gurus pushing beauty products. 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.

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Report: Marketers turn to Instagram, YouTube, LinkedIn and more for social listening

PR Daily

Clutch recently surveyed 300 marketers who use social media listening and monitoring tools, and found that 86 percent are using the tools to monitor customer requests, questions and concerns. The goal for many organizations (42 percent) remains to be improving customer relationships. The reasons why brand managers are focusing on social media monitoring have expanded somewhat in recent years. Online listening has grown immensely since social media’s early days.

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. You can even create a business-specific hashtag for your business that you can check to see what people are saying about your brand. Fifteen percent of Twitter users unfollow a business within 3 weeks if they feel the brand doesn’t make a strong effort to engage.

Who’s Talking About Your Brand?

Cision

People have gone content crazy, and it’s impacting your brand. Each day 49 years worth of YouTube video, 80 million Instagram photos, 700 new URLs from The Washington Post alone and 500 million tweets get posted. How much of that content references your brand or industry? Ready to increase share of voice, build brand reputation and drive sales? Branded Mention Volume. Decide on a frequency that works best for your brand.

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Critical Mention Launches Media Contact Database, Expands Earned Media Suite

Critical Mention

The product launch is one of the company’s most significant since its founding in 2002 and will allow customers to leverage a powerful Earned Media Suite when combined with Critical Mention’s TV, Radio, Social Media and Online News Monitoring. In continuing its commitment to 24/7/365 customer service, Critical Mention has also created a quick and simple way for users to submit requests for data updates to a support team that will update records within 24 hours in most cases. .

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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. You can even create a business-specific hashtag for your business that you can check to see what people are saying about your brand. Fifteen percent of Twitter users unfollow a business within 3 weeks if they feel the brand doesn’t make a strong effort to engage. Simply find a brand voice.

Study: Brand managers ignore 80 percent of complaints on Twitter

PR Daily

Twitter can be a very effective tool for addressing questions about a brand’s product or services, but it’s not being used effectively, according to a new study. That’s a 20 percent higher rate than on Facebook, where brand managers are more likely to answer customers’ questions. million Facebook posts across 50,000 brands. This could start to become a real problem for brands.

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5 Reasons to Network Across all Social Media Sites

Critical Mention

Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. With that said, social media sites provide opportunities for organizations to increase customer loyalty by presenting meaningful online discussions. Having access to social media mentions can help business pros understand their customers’ perspectives and tone through sentiment analysis.

Pandemic and Your Brand: Time to Communicate

David PR Group

Aside from its medical consequences, COVID-19 has the potential to hurt or even destroy your brand. Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. If you are delivering products or services differently than usual (which we all are, right?)

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. To better understand those interactions—and their impact on possible relationships—Twitter looked into the potential revenue that arose from brand managers’ helping or responding to customers via tweets.

How to Get Your Brand Noticed in a Crowded Market

ReimaginePR

Let’s discuss the best strategies to get noticed by the right audience for your brand. We’ll show you some of the best practices for getting your brand noticed in this extra resource. Define your average customer. Once you understand who your audience is and why they need your product or service, it’s a lot easier to spot them out in a crowd. Commit to Customer Service. Be known as a brand that takes care of their customers.

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8 Ways to Differentiate Your Brand on Twitter in 2016

Cision

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Despite its flaws, Twitter can be a very helpful social network for most businesses, but many brands don’t use it to its fullest potential. Here are eight ways you can differentiate your brand from your competition on Twitter in 2016: 1. Put resources into fast social care (customer service).

Twitter offers awards to brand managers

PR Daily

Joell Lunenfeld, Twitter’s VP of sales strategy, wrote in a company blog post that Twitter wants to recognize brand managers who “influence marketing” on the platform: On our 10 year anniversary, we celebrated the creative and groundbreaking work our clients, partners, and agencies have created on Twitter. RELATED: Get the scoop on Twitter, Facebook, LinkedIn and Instagram developments at Facebook headquarters. Response: recognizes strong customer service.

5 Ways to make your brand more likable

Media Bullseye

With this shift in perception towards the work communicators do, it can be tough to connect with your intended audience and build awareness of and interest in your brand. There are ways to continue to make your brand likable and engaging to your target audience, without inundating them with overt communications tactics. Social media allows for easier conversations and faster responses between consumers and brands.

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15 Social Media Trends to Follow in 2019

Critical Mention

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Brand humanization. Marketers who want to strengthen relationships between brands and followers must humanize content to make it more appealing. It also stores user-related information that your sales agents can use to approach potential customers and seal the deal.

Instagram fights bullies, Blue Bell’s viral mess, and the top reason consumers unfollow brands

PR Daily

Here are today’s top stories: Instagram targets bullies with platform changes. Why it matters: You can use the Restrict tool to combat trolls targeting brand accounts and executives’ Instagram presences (if they have them). Related reading: Instagram offers feature to recover accounts from hackers. Infographic: How to feature your organization in Instagram Stories. 6 ways to tell better visual stories on Instagram. View this post on Instagram.

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Can brands really be friends with customers on social media?

Communications Conversations

TLDR: Brands and customers can’t really be “friends” on social media. He talked about how brands do this kind of thing to, essentially, manipulate people into feeling guilty, hoping they’ll return the favor: “…it’s human nature to feel obligated when someone—even a company—does something for you. Branding’s purpose is to get under your skin, to make you remember an otherwise forgettable company or product.

Social Media Trends and How to Harness Them for Your Business

Prohibition

With social media now a well established tool for businesses, and a huge part of day-to-day life for most people, it is more important than ever to ensure your business or brand maintains a presence, keeps up to date with all current trends and utilises them to your advantage. Employee Brand Engagement. Over the last few years, many brands have used this simple but effective method of creating social brand ambassadors with current employees.

How long before brands completely abandon Twitter?

Communications Conversations

Brands have long (well, as least for the last 7-8 years) relied on Twitter as a customer service tool and a brand management tool. When looking over competing brands’ Twitter accounts I noticed a trend: Very few of them were responding to any tweets. I realize this doesn’t mean ALL companies are ignoring customer feedback on Twitter. And, if that’s the case, why would brands want to interact there?

4 social media waves to ride in 2020

PR Daily

Marketers and PR pros have created innovative methods for engaging consumers and building brand awareness on online platforms. In 2020, sophisticated chatbots will improve engagement with customers on social media, help allay consumers’ concerns, and ultimately boost social commerce. Social media platforms, namely Pinterest and Instagram, will aggressively promote direct purchases. More people will continue to turn to social media to research products and connect with brands.

Surprise! Three Ways Your Brand Can Score With A Customer Loyalty Strategy

MaccaPR

based online retailer, long ago won me over with impeccable customer service, fair prices and handwritten holiday cards. But I was transformed from happy customer to brand advocate after being on the receiving end of the company's “surprise and delight” campaign. On paper, the idea seems simple – unexpected, positive interactions between a brand and a customer will build goodwill and, potentially, loyalty. Courting Your Existing Customers.

10 Content Marketing Tricks That Will Help Your Brand Stand Out

Waxing UnLyrical

You are drowning in emails, ads and brand messages – and so are your prospects and clients. Gather feedback from your sales and customer service teams. Create a group of “client insiders” to provide you with feedback on new products or services. Though some of their interests may overlap, creating content, offers and products or services specific to each group will make your content more valuable and your marketing more effective. Don’t create custom hashtags.

Businesses close for global climate protests, Facebook’s new ad formats, and major brand communicators offer storytelling lessons

PR Daily

Also: Instagram cracks down on weight-loss ads, Facebook announces new content oversight board, clever protest signs circulate on social media, and more. TechCrunch reported : First, it says that poll ads (which you may already have seen in Instagram Stories) are moving to the main feed of the Facebook mobile app. Amazon walks back plan to ax some customer service roles. Instagram to restrict some products. How to tailor your Instagram for millennial audiences.

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.

Transform Your Brand Into an Icon with Visual Consistency

Beyond PR

It’s no secret that a great brand is built over time (in the case of some brands, centuries). Every decision a brand makes builds on the success that came before. But consistency goes beyond the products you develop and customer service you provide. Iconic brands, like Coca Cola, Apple and Pepsi, are immediately recognizable and carry with them certain expectations of quality. Here are three ways visual consistency can turn your brand into an icon.

Why are many social media marketers still working from the 2015 playbook?

Communications Conversations

Let’s look at four big shifts that have been happening in 2020 so far, and how I would argue most social media marketers have reacted: Shift #1: Customers don’t want ‘storytelling’–they want exceptional customer service. Meanwhile, consumers seem to be screaming that they want better customer service! If you think back to the early days of social, it was all about customer service, in a way.

Uber lays off 3,700 employees, Frontier Airlines’ social distancing fee provokes anger, and Kraft Heinz Canada offers ketchup puzzles

PR Daily

Hello, communicators: Kraft Heinz Canada is offering Canadian consumers a respite from quarantine boredom with a contest to win one of 57 of its Heinz Ketchup puzzles : View this post on Instagram. View this post on Instagram. The offering is a fun way to underline the brand while catering to the current crisis as people shelter in place. We simply wanted to provide our customers with an option for more space.”.

What lies ahead in 2020? Predictions from 20 industry experts

PR Daily

I think brands will need to become story makers as much as storytellers. We often hear about how brands must create great stories, and this is true, but due to the changing nature of social media, they need to be able to support their audience to tell the stories they want told. A person can have a meaningful connection with another person, but they don’t do this with brands. For sure, it means less shouting into the void and more talking to your customers.

Lululemon condemns post with racist COVID-19 design, Ticketmaster responds to refund criticism, and Netflix subscriber numbers double expectations

PR Daily

Also: EDsmart is offering $1,000 for a ‘Harry Potter dream job,’ consumers share what they want to hear from brands, IPR’s employee engagement survey, and more. Lululemon quickly distanced itself from art director Travis Fleming after he shared through his Instagram a shirt for sale that featured a takeout box and chopsticks with bat wings, along with the words “no thank you” emblazoned on the sleeve.

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15 Social Media Trends to Follow in 2019

Critical Mention

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Brand humanization. Marketers who want to strengthen relationships between brands and followers must humanize content to make it more appealing. It also stores user-related information that your sales agents can use to approach potential customers and seal the deal.

How to pick the perfect media channel

PR Daily

For marketers today, the opportunities to use social media to raise brand awareness are immense. Each platform offers a variety of advertising tools and options to help brands identify their target audience and optimize ads for individual segments. While Twitter and Facebook are oriented toward text and images, Instagram, Pinterest and Snapchat are primarily visual channels. and buyer personas as a guide for choosing which social networks are best for their brand.