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?

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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. You’re in PR, communications, social media or any other marketing function.

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.

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. It may invest heavily in customer service and 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. 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.,

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.

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

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.

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.

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. Take social media from marketing and give it to PR. SmartBlog on Social Media

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.

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.

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.

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. 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. Issues management is an important part of customer service.

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.

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?

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 best route I’ve found is to determine and commit to a brand voice.

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.

B2B 192

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.

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.

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.

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. Social media is immediate and noisy. Featured Media Relations Social Media

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.

Study 171

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.

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.

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 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. Inevitably many companies choose a platform that offers monitoring (such as Cision’s new Communication Cloud™ ) to handle their social media.

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.

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. and this will give brands access to many fresh approaches to achieve their goals. Social stories. Social messaging.

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 dos and don’ts for 2019

PR Daily

Whether you are looking to expand your social media efforts or just keep up with the competition, there are some rules you must follow. How can you better ensure your social media efforts will help you accomplish your brand’s objectives in 2019?

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. Could these apps be considered social chat platforms?

4 rules Grubhub follows to drive social media success

PR Daily

The company’s senior manager of social media says online marketers must put consumers first, think of each platform and prepare with mobile devices in mind. Social media users are hungry for excellent, captivating content. Tailor your content to each social media platform.

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. Keep track of what you promise customers.

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. Make your customers happy. People trust online reviews and peer recommendations more than advertising and brand content.

3 lessons in social media brilliance from Rihanna

PR Daily

The music star gives a master class in how to use social media to connect with fans (consumers) and elevate a brand. See these insights for how match her game—at least on social media. Who are your favorites to follow on social media, PR Daily readers?

Five Best Practices to Automate or Outsource Your Social Media

Cision

For some people, the thought that you might outsource your social media is blasphemous. After all, social media is an extension of our personal and professional selves. Typical social media users interact with brands for two reasons: customer service and discounts.

6 reasons to invest in organic reach on social media

PR Daily

With brand managers seeing shrinking returns on platforms like Facebook, some might be tempted to stop putting money into organic efforts. Of late, engaging in organic or unpaid social media marketing has gotten a bad rap. Social media is a customer care channel.