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

A Guest Post By Corina Manea, PR & Social Media Strategist. 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.

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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. When I arrived at Social Media Marketing World (SMMW) last Wednesday, I was excited to learn how to generate more leads via social media. Yes, customer care is incredibly important but maybe you have a person or a whole team for that.

How your PR and customer service can—and must—work together

PR Daily

Great customers service in the digital age in complex, difficult and expensive. Don’t let this crucial consumer touchpoint be a stain on your brand’s reputation. Customer service was created to solve problems, not be a source for them. Notify media in advance.

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

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. Other research confirms the rising importance of social media listening to businesses.

Spirit Airlines touts automated social media customer service

PR Daily

That now includes social media. Spirit has a history of an almost adversarial relationship with customers, and has gotten its fair share of negative comments in social media. A big social media team costs money, so we put our feed on autopilot to save you cents on every ticket,” Spirit explained on Twitter. The brand has renamed the Twitter presence the Spirit Autopilot. Because that’s what irate customers want—another automated response.

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.,

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. After you have provided enough information and have uploaded company images, the next important thing to do on social media is interact. Interacting on social media is important because it lets customers know you care—and they also expect it.

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. Use a Monitoring Hub to Track Social Activity. Customer service is a 24/7 job.

How to build a stronger brand to withstand the social media haters

PR Daily

The new rules of business branding are becoming clear, and organizations that have found big success should be prepared for a backlash online. A second big shift is how brands big and small are quick to retreat after even modest criticism.

Dear Facebook your customer service for social media agencies sucks!

Norton's Notes

We all know Facebook is the behemoth of the social media world, our clients have to use it, and now it’s gone pay to play, we all have to spend our budgets to use it to get some kind of decent reach, unless you are in the camp that says it’s time to ignore the platform altogether. 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?

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.

3 social customer service lessons from Olive Garden

PR Daily

About a year ago, if you posted a question, complaint or compliment on one of Olive Garden''s social media pages, the company probably would have ignored you. According to Justin Sikora , director of public relations and social media for Darden Restaurants (Olive Garden''s owner), it''s not that Olive Garden didn''t care—it just wasn''t staffed to care. Take social media from marketing and give it to PR. SmartBlog on Social Media

Calculated risk: Social media strategy in 2021

PR Daily

Kivvit’s Pearl Gabel, social media veteran behind New Jersey’s viral entrée into Twitter, shares her thoughts on what will work in the months ahead. It’s been said annually the past several years: Social media and digital content is more important than ever before.

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. Download our free guide: 6 steps to crafting an internal social media plan. ]. Customer service is a “feast or famine” function.

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. Designate a social media support channel.

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

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. Social media has emerged as one of the most important tools for public relations and marketing over the past decade. Customer service.

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.

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. These programs and trainings should be strategic and focus on things like real-time communications, social media and using the right tone. However, one area of the customer service training that often gets overlooked is issues management.

5 ways social media has revolutionized PR

PR Daily

Online platforms have upended the media landscape and changed how PR pros perform their jobs. billion people active users around the world, almost half of the global population is using social media. Social media has impacted nearly every industry, but has had a profound influence on the media and public relations professions. hours on social sites every day. Here are five essential ways that social media is changing PR: 1.

How Social Media Drives B2B PR

ImPRessions - Crenshaw Communications

We associate social media platforms with splashy consumer campaigns, but social is increasingly important in B2B public relations. According to an IDC study , 75% of B2B buyers and 84% of C-level/vice president executives use social media to make purchasing decisions. Business vendors who have overlooked social media strategy in the overall PR or marketing plans are missing opportunities. Cultivate media and influencers.

B2B 156

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.

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. How invested is your organization in social media strategy? Most communicators interact on social media as part of their ongoing PR and marketing efforts, but a new study from Sprout Social suggests most organizations have room to grow.

The Ugly Side of Social Media Sharing

Waxing UnLyrical

I am a social media advocate. But I hate the ugly side of social media sharing; especially when kids are involved. This is the nature of digital media. Social media by definition is a space where people share ideas and information. In my opinion, this is what makes social media so beautiful. Jenelle Conner works as a social media account manager for KimberMedia. The Ugly Side of Social Media Sharing.

6 steps for establishing a strong social media policy during the pandemic

PR Daily

With the shifting media landscape during this crisis, it’s important for your entire team to have clear guidelines on how to share messages online. RELATED: Join us for PR Daily's can't-miss Media Relations & Measurement Virtual Conference ]. Invest in social media monitoring.

PR and Social Media: How to Adapt Your PR Strategy

B2B PR Sense

Fifteen years ago, if you had told me that PR and social media were going to work together and that we would use social media for PR, I may have chuckled. After all, social media was initially created to connect family and friends, not brands. Social media has blossomed into an exciting, vibrant tool that can be used across many industries. PR for Social Media: An Exciting Opportunity. hours per day on social networks.

4 often-overlooked platforms for social media marketing

PR Daily

The social media marketing world does not end after Facebook, Instagram, Twitter and LinkedIn. The “big four” encompass about 90 percent of all social media marketing. However, a slew of niche social networks could help your social media marketing efforts. Let’s look at the audiences you’ll find there, their potential uses for brand managers and which businesses might gain the most from them.

How To Monitor Social Media Like a Boss

Cision

Most communications or marketing professionals realize that social media management is difficult to scale without some automated solution. Keeping track of platforms, direct and indirect messages, social care opportunities, and the competition is difficult for nearly any business, and size makes managing these more daunting. Inevitably many companies choose a platform that offers monitoring (such as Cision’s new Communication Cloud™ ) to handle their social media.

5 ways social media has reshaped the PR industry

PR Daily

If you are a PR pro, you spend a lot of time on social media. With a global usership in the billions, social media has become one of the fastest growing industries in the world. From changing the way people consume their news to contributing to the rise of the citizen journalist, social media has forced PR pros and reporters to adapt or perish. Social media is immediate and noisy. That’s just one of many social networks.

Study: Marketers struggle to prove social media ROI

PR Daily

Though most marketers believe that social media boosts their organizations’ bottom lines, communicating its value remains a stumbling block. A recent Sprout Social report revealed that in 2019, roughly $18.4 billion will be spent on social media advertising. Most of the marketers surveyed (90%) agree that spending budget dollars on social media efforts directly affects revenue, but only 63% say they frequently discuss social media metrics or ROI with executives.

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3 roles every social media team must have

PR Daily

What are the essential members of any social media campaign? What are the unique abilities social media teams should have? Now that social networks have become a mainstream form of communication, 78 percent of companies now say they have dedicated social media staff. Most marketing or social media teams have roles such as content creator, designer, ad specialist and customer service representative.

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. Having a reliable one-to-one or one-to-many connection can be particularly useful for social media platforms as reach and conversion diminish with other types of social posts. Could these apps be considered social chat platforms?

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.

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. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it. Make your customers happy. People trust online reviews and peer recommendations more than advertising and brand content.

9 trends to watch for social media marketers

PR Daily

Social media is always changing. When it comes to social media, the year ahead should be quite an interesting one for marketers. On one hand, social media companies are in the midst of grappling with some very thorny issues— from privacy/data concerns to slowing growth —and the repercussions could bring challenges for platforms and marketers alike. and this will give brands access to many fresh approaches to achieve their goals. Social stories.

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. To help you create your social media marketing strategy, we have 15 of the top social media trends you need to follow in 2019! Brand humanization. Not many types of social posts are as successful as online quizzes.

5 Reasons to Network Across all Social Media Sites

Critical Mention

Social media platforms may have been created for friendly networking, but since then, they’ve evolved into tech hubs where anybody can network with anyone else. So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service. PR pros and marketers should take advantage of their organization’s social media interactions.