ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

But it’s a perfect time for fresh leadership, and a good way for Korey to be sent packing as a public face of the brand. Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true. Businesses spend millions on brand reputation and community service.

Customer Service 156

Customer Service Employee Reputation Leadership 156

Cision

APRIL 21, 2017

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. Make Them VIP Customers.

Brand 229

Brand Branding Social Media Survey 229

Agility PR Solutions

JANUARY 12, 2023

New research from customer service firm Intercom affirms that the way companies talk to their customers can significantly impact retention and business growth, revealing that three in four consumers say “communication that makes them feel valued” is a top or the most important factor when doing business with a brand.

Consumer 86

Consumer Customer Service Survey Company 86

ImPRessions - Crenshaw Communications

APRIL 24, 2018

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.

B2B 136

B2B Brand Branding Trade Shows 136

Cision

APRIL 10, 2017

At Forrester’s Customer Marketing conference held last week in New York, speakers ranging from Casey Carey, director of marketing at Google Analytics to Stephen Kennedy, director of loyalty marketing at Dominos discussed how personalization is helping brands succeed.

Brand 223

Brand Branding Pitching Conference 223

5W PR

OCTOBER 6, 2023

Customer feedback has emerged as a valuable resource for guiding product development and shaping public relations strategies. The integration of consumer insights not only drives innovation but also strengthens brand loyalty, fosters customer engagement, and establishes a competitive edge.

Consumer 88

Consumer Strategy Case Study Survey 88

Cision

MAY 30, 2017

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. . Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? I want to be close enough to my customers to smell them,” Sterling told me. Don’t just wait for customers to complain.

Software 328

Software Customer Service Google Small Business 328

5W PR

APRIL 18, 2022

Instead of leaving consumers to spread the word about a business, top brands have started to actively encourage customers to share their reviews and experiences. A number of popular brands, like Nike and Starbucks, use reputation management as a tactic in their word-of-mouth marketing efforts. Social media platforms.

Strategy 88

Strategy Marketing Reputation Survey 88

Polaris

MAY 5, 2015

If your brand targets moms, your social media strategy may need a major overhaul, according to a recent study conducted by Yummy Mummy Club (YMC) in Canada. Brands still think that pushing out stories about how great they are will resonate with moms,” Erica Ehm , the founder of YMC, told me. 10 Ways Brands Create Contagious Content.

Brand 100

Brand Branding Pinterest YouTube 100

5W PR

DECEMBER 13, 2021

One of the best ways that companies can realize how important customer service communication is is to first acknowledge that the consumers are the primary stakeholders of any business. The reason why consumers value communication from brands is that that’s both the first and the last step of the customer service delivery process.

Communications 88

Communications Consumer Customer Service Case Study 88

The Hoyt Organization

FEBRUARY 19, 2024

A local consumer review survey by Brightlocal shows that 98% of consumers occasionally read reviews for local businesses. This means that one of the first things potential customers will do is look up your business online. Negative reviews can hurt your brand’s reputation and turn away potential customers.

Policies 95

Policies Construction Reputation Privacy 95

Sword and the Script

APRIL 23, 2019

But a new survey out of the Center for Public Relations at USC Annenberg shows that isn’t happening among some PR pros and corporate communicators. The annual survey polled 210 CEOs, 1,583 PR professionals and 378 students with an eclectic mix of questions to develop the 2019 Global Communications Report.

Technology 129

Technology Study Communications Survey 129

ImPRessions - Crenshaw Communications

SEPTEMBER 25, 2018

A 2018 IWG survey indicated that 70% of workers work remotely at least one day per week. Internal comms drives good customer service. As most business people know, it costs five times as much to capture a new customer than it takes to keep an existing one. 8 reasons to invest in internal PR. Rise of the remote workforce.

Internal 136

Internal International Communications Employee 136

5W PR

JUNE 7, 2021

Customer service. Instant messaging apps are ideal for customer service. Special offers can be sent and customer queries can be resolved through back-and-forth conversation. Texts can have useful information, not just description of a product or service. Non-promotional touch. Alerts and reminders.

Marketing 107

Marketing Real Estate Customer Service Mobile 107

Landis PR

JULY 26, 2021

When you heard that about a brand years ago, that usually meant something bad. Rather than look at online tools that are specifically designed to “fix” bad reputations, let’s take a look at tools that help brands promote a hopefully well-deserved positive reputation. “They have quite a reputation!” They have a stellar reputation.”

Reputation 111

Reputation Tools SEO Customer Service 111

5W PR

FEBRUARY 8, 2021

Yet one area that was poised to advance but wallowing in low customer dissatisfaction even before the pandemic is the mortgage industry. 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. A 2019 J.D.

Customer Service 88

Customer Service Policies Analysis Training 88

Communications Conversations

JUNE 18, 2020

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. People were truly talking with brands (and other people).

Social Media 88

Social Media Customer Service Marketing Pinterest 88

Landis PR

SEPTEMBER 20, 2021

Line up your goals (brand awareness, lead generation, fundraising, etc.) Make sure you create a reporting vehicle for gathering that information – it can be as simple as a customer service “how did you hear about us?” If you want to know how well a team works, put a campaign together and then survey those involved afterward.

Measurement 105

Measurement Customer Service Survey Creativity 105

Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Areas of investment in digital PR The main areas in which brands are spending their digital and social media budget are: video-based content (58%), paid social media activity (58%), and web design and build (47%).

Digital PR 78

Digital PR Report Communications Crisis Management 78

5W PR

DECEMBER 26, 2019

In appreciation of the impact SEO ranking can deliver, closer attention will be paid to Google’s My Business Listing by many of the survey respondents. In their own survey of U.S. Survey responders to Databox agreed that chat marketing is the future and marketers need to be prepared sooner than later for it. SEO RANKING.

Marketing 113

Marketing Instagram Media SEO 113

Prohibition

APRIL 7, 2022

It’s vitally important to keep on top of these trends, no matter how often they might change, if you want your brand to stay relevant and ensure your content resonates with your target audience. Facebook becomes the go to for customer services enquires and launches Facebook reels. Twitter users take a stand to call for action.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

It’s vitally important to keep on top of these trends, no matter how often they might change, if you want your brand to stay relevant and ensure your content resonates with your target audience. Facebook becomes the go to for customer services enquires and launches Facebook reels. Twitter users take a stand to call for action.

Social Media 62

Social Media Trends Media Instagram 62

5W PR

JANUARY 26, 2021

The old Chinese proverb says, “The tongue can paint what the eyes can’t see,” speaks volumes for what some experts are proclaiming as the next big tool for marketers – brand voice. Like the proverb, voice helps a brand stand out in a crowded field by giving it a distinct and unforgettable personality. Why should it Matter? 45% said so.

Tools 88

Tools Product Launch Guidelines Customer Service 88

Communications Conversations

AUGUST 23, 2016

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. Because, I’m starting to believe it might.

Twitter 60

Twitter Brand Branding Tools 60

Cision

MAY 10, 2016

Your audience is accessing your brand story in new and different ways, and if you aren’t reaching them in the right way, they aren’t going to listen to you. Francis College, says transmedia storytelling is the path brands need to take. What do you think is the biggest challenge facing brands today? But what is the right way?

Storytelling 120

Storytelling Customer Service Travel Instagram 120

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t. Litmus test?

Infographics 60

Infographics Customer Service Exercises Software 60

Reputation Us

APRIL 12, 2023

You may want to conduct a survey among executives, staff and customers to understand their current comfort levels. The same goes for your customer service and sale departments. Will they feel “replaced,” “monitored” or “distrustful” for any reason?

Reputation 88

Reputation Financial Training Enterprise 88

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. Conclusion: Do not fly Spirit.

Airlines 60

Airlines Reputation Brand Branding 60

PR 20/20

JUNE 6, 2023

The platform is now a comprehensive suite of tools and services to help businesses with their marketing, sales, customer service, and operations. It’s ultimately designed to enable businesses to attract, engage, and delight customers throughout their buyer's journey.

Knowledge Base 52

Knowledge Base Customer Service System Analytics 52

Cision

NOVEMBER 11, 2016

At Crenshaw, you work with a variety of brands and businesses. With the ability to engage with companies and brands, purchase products and services and consume all or nearly all media online constantly, your communications strategies need to allow for both “big tent” ideas and targeted approaches. How can brands keep up?

Communications 253

Communications Data Local Survey 253

Cision

MAY 18, 2015

Probably the least exciting aspect of social listening is customer service. You may provide customer service by phone or by email, in great volume or in great scarcity – but social care (customer service on social media) is the primary reason that many social users will engage with brands on social platforms.

Customer Service 120

Customer Service Social Media Analysis Data 120

Reputation Us

APRIL 12, 2023

You may want to conduct a survey among executives, staff and customers to understand their current comfort levels. The same goes for your customer service and sale departments. Will they feel “replaced,” “monitored” or “distrustful” for any reason?

Reputation 78

Reputation Financial Training Enterprise 78

5W PR

MARCH 2, 2020

Surprisingly, only 49% of the survey respondents said they used content marketing to generate sales. More marketers (83%) said they focused on brand awareness. Done right, good content marketing can build and/or maintain customer credibility and trust. Content Marketing. That, too, will generate sales and revenue.

Content Marketing 97

Content Marketing Marketing B2C Exercises 97

ImPRessions - Crenshaw Communications

JULY 6, 2016

As PR measurement guru Katie Paine puts it, “The people brands are trying to reach simply will ignore everything most companies spew.”. Thought leadership isn’t just for B2B brands. Even consumer brands need to position themselves and their companies as leaders. PR today is about SEO.

SEO 204

SEO Analytics Measurement B2B 204

Sword and the Script

JUNE 3, 2020

Survey Identifies Most Recommended PR Tech Vendors, Meltwater Adds Signals, TVEyes Spots Logos in Broadcasts, Cision Shows Pageviews of Coverage, Burrelles Names First Women President For years, I have published a new post every Tuesday like clockwork. And it seems brands are rushing to weigh in. But I did watch, listen and read.

Product Launch 95

Product Launch Survey Banking Pharmaceuticals 95

Sword and the Script

NOVEMBER 3, 2020

The new feature will allow customers to monitor brand mentions on thousands of the most popular podcasts,” according to a press release. The announcement says the product is “brand new” and names improved searches, filters, news-linked profiles and list building as among the key features. Separately, Cision said it’s Falcon.io

Instagram 139

Instagram Technology Resources Employee 139

Engage PR

JANUARY 6, 2018

in the next five years (1* Chief Marketing Officers Survey, 2014 ) social activity is becoming more integral to brand perception and business performance. And if you’re not listening or acting on these conversations then not only are potential opportunities being missed but brand reputation is at risk.

Social Media 60

Social Media Strategy Media Survey 60