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.

3 Ways Measurement Helps Brands Win Audiences

Cision

Your brand is not the only one targeting your audience. So what should your brand include in its measurement strategy ? Mention volume helps you understand the impact your brand is having on conversations. With social monitoring software , you can track how many times your brand is mentioned by media outlets, influencers, prospects, bloggers and more. Don’t limit your tracking to your brand though. Best Practices Featured PR measurement

Your 5-Step Plan to Modern PR Measurement

Cision

Today, PR professionals and practitioners believe measurement should provide concrete data on how well you can engage with influencers on social media, communicate stories to reporters and more. Align your brand’s PR strategy with long-term business objectives by following this five-step plan for modern PR measurement. Every brand is different. Get even more PR measurement tips? It starts by measuring a single campaign. Want to master PR measurement?

Qualify Hard; Close Easy: Leads in Unscripted Marketing Links

Sword and the Script

The face of a nearly brand new iPhone 6s looked like a spider web. Most of his leads come from Google, though he also cites Yelp as an up and coming source of customers. He did a great job repairing my iPhone and as a result, I left him a nice review on Google which I hope will help other customers with broken phones to find him (the photo above is from his shop). Report: Ignore Customers on Social at Your Own Peril.

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.

Branding Basics: Measure Your Way to a Better Reputation

Beyond PR

Branding – a word that conjures mental images of the world’s most prominent products. With the rise of social media and the Internet, branding has become a vital and highly visible business facet, making it more important than ever for marketers and communication professionals to stay on top of brand management. But what is branding, exactly? Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition.

The ups and downs of measuring sentiment

Media Bullseye

Over time, sentiment analysis is also one of the most useful guides to determine how a company, brand, or issue is perceived. Reverse logic – This comes into play if you are monitoring for your brand along with competitors. An article that carries a negative mention of a competitor and a neutral mention of your brand might best be categorized as either neutral or potentially even as a positive. Measurement Feature

How to Develop Meaningful PR Measurement

Waxing UnLyrical

“If you can’t measure it, you can’t manage it.” Odds are that you’ve heard someone say that PR can’t be quantified, or social media ROI can’t be measured, or that a media impression or social post generated an advertising value equivalent (AVE) of hundreds of thousands (or millions) of dollars. All of these statements are correct in their limited context, but are also misstatements meant to reconcile the difficulty of communications measurement.

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 I believe there will be an acceleration towards humanizing brands, putting individuals in front of a corporate identity, in an effort to emotionally connect with customers.”. – BJ Schaknowski | Vertafore. 5) Alignment of marketing and customer success. “A

Free Tip Sheet! Why Measuring Social’s Impact Matters

Cision

Your brand manages a handful of social accounts. Eighty-five percent of brands haven’t proven social’s ROI quantitatively. Without benchmarks to reference and goals to meet, most brands aren’t using social to its full potential. Is your brand unknowingly giving up opportunities to bypass competitors? Stay one step ahead with Cision’s “The 9-Step Guide to Measuring Social ROI.” Here are three ways measuring social ROI will have a positive impact on your brand: 1.

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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How to Measure PR and Marketing Outcomes on Snapchat

Waxing UnLyrical

Freshly Picked for instance branded their Snapchat account almost like talking to your best friend – very casual and giving sneak peaks into upcoming lines.”. As you can imagine, Snapchat measurement is not straightforward. What I want to do in this post is examine the metrics that you could use to measure Snapchat and the metrics that you should use. Brand discovery (“Discovery”). ” Of course, a lot of this can be measured.

Who’s Talking About Your Brand?

Cision

People have gone content crazy, and it’s impacting your brand. 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. Your branded volume is the number of times your brand’s name is mentioned over a given period of time. Keep an eye on your branded mention volume because it often correlates with customer service questions.

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101 articles to help your 2017 PR, monitoring, and measurement planning

Media Bullseye

In today’s ever-evolving PR and monitoring/measurement industries, practitioners need to remain updated and educated to achieve success. This post compiled 101 articles about PR, social media, and media monitoring/measurement to provide professionals with access to necessary, useful knowledge. PR as Customer Service: Five Ritz-Carlton Secrets For Using Publicity To Build Brand Love by Micah Solomon for Forbes. Media Measurement and Monitoring News/Trends.

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? If a customer endorses your product in a blog post, how long would it take you to thank them for the shout-out? Sadly, many brand managers ignore important—and potential—customers online. Monitor actively to gain insight about your industry, niche or brand.

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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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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.

Hasbro and Scrabble association ban slurs, United Airlines might lay off up to 36,000 employees, and 51% of PR pros are burned out

PR Daily

The move to drop wellness knowledge and other truths is also a growing trend among community managers across branded accounts. MEASURED THOUGHTS. What's the biggest measurement myth that challenges PR pros' efforts to prove their worth?

What lies ahead in 2020? Predictions from 20 industry experts

PR Daily

What’s ahead for storytelling, the ‘trust gap’ and the vexing matter of ROI measurement? I think brands will need to become story makers as much as storytellers. A person can have a meaningful connection with another person, but they don’t do this with brands.

3 Ways to Contribute to Your Brand’s Social Strategy

Cision

Did you know that 53 percent of Americans who follow brands on social are more loyal? Social has permeated all business operations, from customer service to sales, and must be treated as part of the overall brand strategy. Your customer service department may want to decrease the average response time to Twitter complaints, while your HR department may want to increase the number of applications coming from LinkedIn job announcements.

6 reasons your brand's PR efforts fail

PR Daily

When the PR team does a great job and the inquiries begin to pour in, you need to be able to answer them, sell appropriately and provide great customer service. Not measuring results. Too many PR measurements are based on possibilities and not realities. PR has changed a lot in the last decade. It used to be pretty straightforward and involve news releases, media and events.

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Offer a clear vision to help staffers become brand advocates

PR Daily

Authenticity is crucial these days, and employee endorsements—of your workplace culture, as well as your products or services—are essential to your success. To be effective brand ambassadors, your employees must understand your organization’s social media objectives. Roughly 70% of social media marketers use or plan to use employees as brand advocates, as many budgets shift away from traditional brand marketing to influencer marketing, according to Sprout Social research.

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 goes on to summarize his argument that brands can’t be friends with customers on social media: “Social media has made it easier than ever for companies to connect with people.

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. CNet reported : The world’s dominant streaming-video subscription service, operating basically everywhere except China, Netflix said subscribers grew by 15.77 MEASURED THOUGHTS.

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Study: Marketers struggle to prove social media ROI

PR Daily

1 challenge, but other top hurdles include identifying and understanding their target audiences, getting the proper budget and resources for social media campaigns, publishing compelling content, measuring ROI, monitoring the competition, aligning the social media strategy to other campaigns and efforts across departments, relaying social media’s value and finding the team bandwidth to execute online efforts. Marketing goals vs. measurement. Marketing Measurement Social Media

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Report: CSR, trust and social media paramount to building brand loyalty

PR Daily

Businesses must adapt better to customers' changing needs and desires, according to a study investigating trends in consumer behavior. consumers found that 75 percent think organizations can do a better job of increasing brand loyalty. Ninety percent said no brand has gone to extraordinary measures to keep their business, but consumers aren’t looking for massive gestures. Such brands/companies are well worth my continued support,” another said.

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.

Google lifts COVID-19 ad ban, Cannes Lions 2020 canceled, and Boeing asks for voluntary layoffs

PR Daily

When the world emerges from the pandemic, the size of the commercial market and the types of products and services our customers want and need will likely be different. MEASURED THOUGHTS. It an also entice consumers to purchase your products and services in the future.

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

PR Daily

MEASURED THOUGHTS. According to a new study from Takumi , the top reason people will unfollow an influencer is for disingenuous endorsements, which means marketers must find influencer partners that align with their brand and offerings. Amazon walks back plan to ax some customer service roles. The company was set to discontinue a program that allowed virtual customer service reps to work as little as four hours a week responding to customers.

Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. Despite these missteps, Zuckerberg’s well-executed TV apologies and a flow of news about Facebook’s fresh privacy measures have helped it bounce back, at least in valuation. The language fits the Tesla brand: aloof, calculated, and confident. Whether fair or not, the statements come off as consistent with the brand.

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

PR Daily

Why it matters: You can use the Restrict tool to combat trolls targeting brand accounts and executives’ Instagram presences (if they have them). MEASURED THOUGHTS. 1 reason they will unfollow your brand is poor customer service. East West Market designed its plastic shopping bags to embarrass customers who forgot reusable bags. Brand managers snap up ‘Avengers: Endgame’ marketing opportunities.

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Book Clubbin': How Marketers Can Incorporate Talk Triggers Into Their Marketing Strategies

PR 20/20

According to the authors, talk triggers are defined as “a built-in differentiator that creates customer conversations.” Whether it be a book you’ve been interested in reading or a service for your home, reviews are critical when making a purchasing decision. This is customized to tailor to the receiver's needs. The individual fueling word of mouth has no financial interest in the sale of the service. A good talk trigger example is Amazon’s customer service.

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

PR Daily

The offering is a fun way to underline the brand while catering to the current crisis as people shelter in place. Uber’s chief executive, Dara Khosrowshahi, wrote in a memo to employees: This is not in any way a reflection of these employees’ efforts or contributions to getting us to where we are, as a service that everyone associates with movement and earnings opportunities. RELATED: Join us for PR Daily's can't-miss Media Relations & Measurement Virtual Conference ].

Six Things That Haven’t Changed About PR

Mindful Marketing

The PR analytics and PR measurement landscape are continually evolving with the advent of owned vs earned media, social channels, the Barcelona Principles and a growing demand for standards around measurement and analytics. Believe it or not, 20 or so years ago, most PR firms used to charge extra for measurement, or provide none at all, claiming, “PR is immeasurable.” So we know PR measurement has changed and continues to evolve (thankfully). By Seedepth.

How Southwest Airlines creates meaningful, memorable content

PR Daily

Hubbard , spokesman for Southwest Airlines, shared timeless lessons and practical solutions for communicators eager to break through the noise at PR Daily’s Media Relations and Measurement Virtual Conference on Friday, May 15. The delightful customer service caper trended on Twitter and earned widespread media coverage. He says the airline pours social media content into three buckets: Transactional content is used to provoke customer action, such as fare sales.

How and why to boost customer satisfaction online

PR Daily

Facebook, LinkedIn, Snapchat, Pinterest and Twitter have enabled brand managers to reach billions of consumers. Though social media has provided engagement opportunities, platforms have also become an avenue for people to complain about customer experiences. Consumers prefer social media for customer service over any other medium (34.5 percent), and 90 percent say they use social media to communicate directly with brands.

Online ads have ‘oversaturated’ consumers, Gucci’s straitjackets meet backlash, and Yahoo unveils a new logo

PR Daily

In reply, Procter & Gamble’s chief brand officer, Marc Pritchard, said advertisers must “blend” marketing messages and ads “with filmmaking, journalism, technology, music, comedy and just storytelling.”. PR pros should take the advice to heart and focus on outstanding storytelling, original content and brand journalism to get their messages across and break through the noise on cluttered social and digital media platforms. MEASURED THOUGHTS.

10 B2B Marketing Trends That Will Skyrocket Your Strategy

B2B PR Sense

Trends shed light on what marketing strategies and tools work and help dictate where to spend your brand's resources. But when choosing keywords, many brands cast their net too wide. Marketing automation lets you streamline, measure, and automate marketing tasks. In fact, you may already share its fruits, if you schedule social media posts or use an analytics program to measure website metrics. 94% of businesses surveyed view video as an effective tool for their brand.

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6 Ways to Connect With Consumers Using Periscope

Cision

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. Here are six ways Periscope can influence the way your brand interacts with consumers: 1. This feature could come in handy for a customer service representative explaining how to use a new product feature.

How to Create a Media Kit

5W PR

Media kits are an excellent way to introduce the brand to people who may be unfamiliar with it, such as influencers, event attendees, journalists, or prospective clients. A media kit is a first impression, which means the materials should make people want to learn more about your brand, to provide journalistic coverage of their company, and answer the question: “What do I need to know about this business?”. Measuring Media Kit Success.