5W PR

FEBRUARY 8, 2021

Power survey showed that more than half the first-time home buyers polled (54%) felt angry or confused when their mortgages were turned over to mortgage servicing companies. Bad customer service headed the list of complaints followed by poor self-service. What device(s) and what location(s) will be employed?

Customer Service 88

Customer Service Policies Analysis Training 88

Onclusive

AUGUST 9, 2021

Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach. Having a clear brand established, along with representation of your values and mission statement, has never been more important. Owned Media & Content Strategy. Internal Communications.

Training 370

Training Media Training Reputation Crisis Communications 370

Onclusive

AUGUST 22, 2017

The flipside of earned media is owned media: publishing content on brand-owned channels such as a customer-facing blog, Medium publication, and the like. A subset of corporate communications work, developing, documenting, and disseminating overarching corporate messaging is key to building a strong brand with a consistent message.

Media Training 397

Media Training Crisis Communications Conference Training 397

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. 1) Provide social media training for everyone that operates as an admin on a brand account. If they are in any way responsible for content, customer service, monitoring or answering fan questions, they need to have a deeper level of training.

Social Media 239

Social Media Crisis Training Media 239

5W PR

SEPTEMBER 7, 2017

“Authenticity” has become marketers’ favorite buzzword, and brands are now expected to always be honest and transparent in their efforts to connect with consumers. Telling consumers a brand story instead of just advertising to them is what wins trust and appreciation. What does it even mean for a brand to be authentic?

Trends 108

Trends Airlines Social Media Crisis 108

ImPRessions - Crenshaw Communications

MAY 15, 2018

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes. The language fits the Tesla brand: aloof, calculated, and confident.

Crisis 136

Crisis Privacy Airlines Facebook 136

Prohibition

DECEMBER 9, 2021

Brands and businesses know how important it is to protect their reputation. But other times share values falling sharply, lawsuits, contaminated or dangerous goods, investigations, or even a new, slightly controversial, marketing tactic you couldn’t wait to try may be enough to damage a brands reputation and enter a real crisis period.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Solo PR Pro

OCTOBER 2, 2018

During the month of August, brand page managers received a message from Facebook stating that business page templates would soon be updated. Facebook users may now instead make recommendations of local businesses and brands. Brand Pages can Join Groups as Pages. For managers of brand pages with large audiences based in the U.S.,

Facebook 65

Facebook System Groups Policies 65

Sword and the Script

JUNE 3, 2020

And it seems brands are rushing to weigh in. Brands are deeply saddened ,” as Edward Nevraumont wrote. “As As much as we personify brands, we need to remember that they cannot feel anything.” Review your policies. Act on your policies. Out of respect, yesterday, I did not publish. But I did watch, listen and read.

Product Launch 95

Product Launch Survey Banking Pharmaceuticals 95

Prohibition

JANUARY 14, 2022

A PR crisis is a negative story about your brand that threatens the reputation of your organisation, causes reputational damage, or negatively impacts sales or stock value. In today’s world, a negative story about your brand or organisation could go viral in an instant. Your brand could be dragged through the mud.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. Intrepid PR strategists pitch an editor a trend piece on new IoT security or other products and voila, a round-up story with five or six brands appears.

Company 136

Company Interviews Reputation Privacy 136

Burrelles Fresh Ideas

JUNE 6, 2023

Chatbots and Virtual Assistants: AI-powered programs help these conversational interfaces to engage with customers in real-time, answering their queries, providing recommendations, and guiding them through the buyer’s journey, all while hopefully enhancing customer service and satisfaction.

Communications 40

Communications Marketing Technology Data 40

David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Prohibition

JANUARY 17, 2022

Because of their intrinsic accessibility and prominence, social media posts have become the face of an organisation, allowing the public to see how well customer service concerns are handled. Rather than directly contacting customer support representatives, customers frequently vent their frustrations on social media.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Cision

OCTOBER 16, 2017

I think some in the C-suite do know things like brand awareness are important and they kind of just feel it in their gut that it’s the right thing to do. We’re going to discuss the chatter about your brand among external sources, which is higher than ever, and that old chestnut about tightening budgets.

Media 202

Media Storytelling Technology Data 202

Waxing UnLyrical

JULY 22, 2015

Over the years the industry has evolved and adapted, to meet brands’ and markets’ needs. It’s the chance to really connect with your consumers, to really listen to them and find innovative ways to help them while raising your brand awareness. Together, build a communication strategy and a social media policy.

Media Relations 40

Media Relations Media Policies Social Media 40

Sword and the Script

JANUARY 3, 2023

This can include the media, customers, employees, and the general public. Public relations professionals create and maintain a positive image for their organization, often through the use of marketing, branding, and communication strategies. Marketing can also involve market research, product development, and branding.

Interviews 99

Interviews Publicity Technology Social Media 99

Beyond PR

MARCH 9, 2016

Failing to understand your customers’ mindset and buying cycle can impact everything — from how you create and distribute marketing content to how you launch products and resolve customer service issues. Attend meetings and keep an open-cubicle policy. Selling makes you a better marketer. Be present. Be available.

Marketing 75

Marketing Meeting Resources Energy 75

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. If good customer service is good marketing , then engineering a synthetically designed (and terrible) user experience in an effort to profit ought to be illegal. My threshold is 4.

Airlines 60

Airlines Travel Customer Service Crisis 60

PR 20/20

AUGUST 22, 2017

Human Resources is uneasy about adopting an employee social media policy. Sales is unsure of handing over its customer database for email marketing campaigns. Ownership and top executives are uncomfortable with greater transparency and personal brand management. They just don’t get it , we say, rolling our eyes.

Marketing 87

Marketing Resources Technology Internal 87

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

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. Though it may be an opportune time for some brands to take a stand on relevant issues, many choose to remain neutral on hot-button topics, and understandably so.

Brand 136

Brand Branding Advertising Advertising 136

Waxing UnLyrical

JANUARY 30, 2012

But the delightful specifics in your policies, office layout, personnel makeup, and location – not as they relate to you, but as they impact your customer’s life – will put you at a great advantage. Which is more convenient?

Policies 74

Policies Web Customer Service Industry 74

Prohibition

FEBRUARY 1, 2024

AI Chatbots Thanks to AI chatbots and virtual assistants the way in which we interact with brands and businesses is changing! Trend Analysis AI powered trend analysis can be a really beneficial tool for brands and creators alike. These intelligent programmes are able to act as 24/7 companions, engaging with users in real-time.

Social Media 62

Social Media Trends Media Guidelines 62

ImPRessions - Crenshaw Communications

JANUARY 19, 2017

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.

Customer Service 120

Customer Service Publicity Insurance Insurance 120

Prohibition

JANUARY 7, 2022

Don’t think for a second that your company couldn’t be at risk for such a thing happening – let alone what kind of damage would befall your brand should an unforeseen event occur. Crises and crises management are important because they can have drastic consequences on your business, your brand and your reputation. No problem.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

The Resolution Blog

APRIL 26, 2019

It’s usually around the five year mark new agencies start winning bigger brands and awards, so you’ve broken the mould there. How have you won those brands? You’d be surprised at how many big brand directors would come up to us and say “you look fabulous”. That’s why we picked our name, because it’s different to everyone else.

Agency 120

Agency Pitching Energy Creativity 120

Prohibition

DECEMBER 17, 2021

A crisis can negatively impact your brand and reputation on multiple levels if it’s left unaddressed. This is done to ensure that the brand and company are protected and that the issue is resolved quickly and in a positive manner. Unfortunately, it happens all too often – sometimes even to brands that you’d never expect.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Cision

MAY 3, 2017

Airline brand executives have taken note and are now racing to the top, changing policies and sending new messaging out about how they are moving toward a better customer experience. The brand doesn’t blow up because you’ve engineered around major issues customers actually care about.

Airlines 137

Airlines How To Engineering Radio 137

PR Fuel

NOVEMBER 13, 2018

PR helps people become closer to the brands and businesses they frequent and makes a huge online world feel that much smaller. . I would argue that PR helps calm a crazy, turbulent world for your customers. It won’t hurt, sure; but it’s not what your customers are looking for. Your Customer Service.

Customer Service 40

Customer Service Web Energy Company 40

PR Conversations

APRIL 8, 2015

The focus of Hahn’s chapter is on stores as retailers, reflecting a narrower focus of ‘customers and prospects’ than we take today. Customer services. Community service. Advertising, including direct mail. Press and radio publicity. Vendor relations. Stockholder relations. Relations with lawmakers.

Retail 40

Retail Radio Advertising Advertising 40

PR Conversations

APRIL 8, 2015

The focus of Hahn’s chapter is on stores as retailers, reflecting a narrower focus of ‘customers and prospects’ than we take today. Customer services. Community service. Advertising, including direct mail. Press and radio publicity. Vendor relations. Stockholder relations. Relations with lawmakers.

Retail 40

Retail Radio Advertising Advertising 40

Mindful Marketing

JANUARY 29, 2023

” Media staff told the AI what they knew about several brands’ forthcoming Super Bowls spots and asked it to write the ad copy. Also, the purchasing agent's company has a policy that only says it's unacceptable for agents to receive money and expensive physical goods. There's no mention of entertainment.

Ethics 98

Ethics Guidelines Fashion Transportation 98

Beyond PR

MAY 3, 2017

Airline brand executives have taken note and are now racing to the top, changing policies and sending new messaging out about how they are moving toward a better customer experience. The brand doesn’t blow up because you’ve engineered around major issues customers actually care about.

Airlines 65

Airlines How To Engineering Data 65

Buzzstream

FEBRUARY 9, 2024

White hat link building is building links ethically and adhering to Google’s Link Spam policies. I’m happy to help write a custom post, embed code, or any high-res graphics if you need them. Finding Unlinked Mentions As the name implies, unlinked mentions are instances of your brand or website not being linked to your site.

Google 71

Google Infographics Pitching Resources 71

Cision

APRIL 18, 2016

Branded Content (Native advertising) Permitted in Instant Articles. If it seems too good to be true that Facebook would allow you to use native advertising in its Instant Articles and give you different options for attribution to the sponsoring brand, it’s not (at least for now). Monetization Options for Instant Articles.

Facebook 0

Facebook Mobile Analytics Advertising 0

Cision

MAY 25, 2017

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. A brand is made up of the people who represent it. In the age of social media, brands are quick to try to distance themselves from employees on social media. Even just listening for your brand mentions can dig up surprises.

Employee 129

Employee Brand Branding Policies 129

Rock the Status Quo

NOVEMBER 8, 2015

It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations? How can we use OUR OWN customer service experiences to help clients? Kelly Hungerford (@KDHungerford) November 5, 2015.

Social Media 100

Social Media Media Customer Service Resources 100