Melissa Agnes

OCTOBER 2, 2018

How compassionately conscious is your brand? This episode explores: How the world of customer service has changed since United Breaks Guitars. How no customer should be seen as “statistically insignificant” – and if that is the mindset and culture within your organization, you have some work to do.

Brand 157

Brand Branding Crisis Management Customer Service 157

Waxing UnLyrical

MAY 17, 2013

Today’s roundup focuses on one of the most important aspects of any business, customer service. Here are five posts looking at the importance of customer service (including its importance in public relations). How Stories Improve Sales and Customer Experience. This Canopy Needed a Customer Service Safety Net.

Customer Service 76

Customer Service Resources LinkedIn Employee 76

Communications Conversations

AUGUST 23, 2016

Because this isn’t one of those typical “Twitter is dead” posts. It’s more like “Will Twitter be dead to businesses within 2 years”-type posts. 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.

Twitter 60

Twitter Brand Branding Tools 60

ImPRessions - Crenshaw Communications

MARCH 16, 2021

For B2B communications, LinkedIn is typically the top social destination, and Twitter may also be useful, but few brands prioritize Facebook. . Looking to build brand awareness? With the right audience data, Facebook advertising can get your brand in front of your targets. Yet it may be a mistake to overlook Facebook.

B2B 344

B2B Facebook LinkedIn Small Business 344

Stephen Waddington

MAY 9, 2020

It’s led to a saturation and brands struggling to cut through. Information trickles down an organisation and is broadcast via increasing numbers of branded owned and shared channels. You can publish beautiful branded content via Instagram and Facebook. It tells history lessons via threads and memes on Twitter.

Brand 157

Brand Branding Travel Crisis 157

PR 20/20

DECEMBER 10, 2014

Below is a guest post by Elizabeth Victor, a brand advisor for iSentia. You can find her on Twitter and Google+. 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. She enjoys sharing tips on media monitoring and analysis.

Customer Service 76

Customer Service Social Media Analysis Media 76

Landis PR

DECEMBER 20, 2021

From brand storytelling to new commerce opportunities, social channels offer companies an unmatched opportunity to reach and engage consumers: Engage with your target audience. Twitter, Facebook and Instagram are extremely popular with major brands and their followers. Content creation: branded and user-generated.

Social Media 52

Social Media Brand Branding Customer Service 52

Cision

JULY 27, 2017

But there’s one aspect of your business that I’d encourage you to pay more attention to — brand situational awareness. Why Leaders & Execs Need to Know How Their Brand is Perceived. But understand: having a vision of your brand’s status that is misaligned with reality can cause you and your team to make poor business decisions.

Brand 231

Brand Branding Employee Data 231

Onclusive

JUNE 1, 2023

Forward-thinking brands are already embracing the strategic advantages that social listening tools can offer when it comes to managing brand reputation, crisis detection, and optimising comms strategy. But with social listening you can get a true, real-time view of brand perception.

Strategy 370

Strategy Communications Reputation Measurement 370

prTini

OCTOBER 20, 2016

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. Through Hootsuite, you can set up searches for hashtags and keywords relevant to your brand. Take a Team Approach to Social Customer Service.

Customer Service 28

Customer Service Community Social Media Radio 28

Marketwired

JANUARY 26, 2016

I had an interesting customer experience yesterday that reminded me how easy it is to break someone’s trust in a brand. One of my favorite brands is—was—a simplified graphic design program that I even mention in my new book, Above The Noise ( in bookstores January 27 ). I needed help and I needed it fast. Condescending.

Brand 100

Brand Branding Customer Service Reputation 100

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

Cision

OCTOBER 10, 2015

According to a recent Oracle study, 81 percent of Twitter users expect brands to respond to their questions or complaints the same day they tweet. But what happens when brands don’t pay attention to what’s being said about their products and services online? They lose their customers. Happy Campers.

Social Media 120

Social Media Brand Branding Customer Service 120

ImPRessions - Crenshaw Communications

AUGUST 25, 2020

And most CEOs acknowledge the benefits of social engagement for their personal and corporate brands. The annual report on CEO social media usage by ECCO, an international network of independent PR firms, found that just 15% have a presence on Twitter – down from 17% last year. Or do they? It’s a tall order.

Social Media 380

Social Media Leadership LinkedIn Corporate 380

Sword and the Script

NOVEMBER 19, 2019

Can a good story create value for a brand? The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. JC: Storytelling is, in my mind, the essence of brand development. If there’s no story, there’s no brand. If there’s no story, there’s no brand.

Storytelling 84

Storytelling Brand Branding Customer Service 84

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.

Software 328

Software Customer Service Google Small Business 328

Communications Conversations

JANUARY 8, 2016

No, this isn’t another post on how Twitter is changing. What I’d like to talk about today is how the psychology of user behavior has changed on Twitter–and more importantly, how that impacts us as marketers. People were actually talking on Twitter. Brands would jump in. What do we see today on Twitter?

Twitter 60

Twitter Customer Service Measurement Brand 60

PRSay

DECEMBER 27, 2022

Reevaluating Twitter. New revelations show that pre-Musk Twitter “shadow banned” conservatives by hiding their posts from other users and placed political and COVID dissenters on a “trends blacklist.” For smaller brands, Twitter’s noisy platform and algorithms that determine what users see often work against their best efforts.

Trends 114

Trends Pitching Twitter Nonprofit 114

Communications Conversations

JANUARY 29, 2019

My thinking is based on three mini-trends and observations over the last six months: Brand increasingly aren’t even interested in true engagement. One trend I noticed popping up over and over: brands and organizations just aren’t that interested in “engaging” with their key audiences on social channels.

Brand 68

Brand Branding Customer Service Trends 68

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

ReimaginePR

AUGUST 1, 2016

Let’s discuss the best strategies to get noticed by the right audience for your brand. We’ll show you some of the best practices for getting your brand noticed in this extra resource. Commit to Customer Service. Be known as a brand that takes care of their customers. Click Here. You Should.

Brand 120

Brand Branding Marketing How To 120

Communications Conversations

SEPTEMBER 18, 2018

TLDR: Brands and customers can’t really be “friends” on social media. He talked about how brands do this kind of thing to, essentially, manipulate people into feeling guilty, hoping they’ll return the favor: “…it’s human nature to feel obligated when someone—even a company—does something for you.

Social Media 79

Social Media Brand Branding Media 79

Cision

MARCH 21, 2016

Last week, Twitter announced that they would implement their Facebook-like algorithm across all user accounts. This algorithm fundamentally changes the way that brands will be able to communicate on Twitter in the future. Now Twitter is pay-to-play, too. Are you using Twitter to its full potential?

Facebook 120

Facebook Twitter Customer Service Advertising 120

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

Sword and the Script

FEBRUARY 5, 2019

At first glance it seems great, the brand is seemingly benefiting with some organic lift stemming from its paid efforts. The CEO has recently made rounds on The Street to sell analysts on the idea the company will pay down debt by cutting promotional discounts, raising prices and retaining customers. Talk to Us ! Image credit: Pixabay.

Advertising 60

Advertising Advertising Social Media Twitter 60

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

Cision

FEBRUARY 12, 2016

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. Does your brand sell a product that’s targeted to younger adults and teens?

Strategy 120

Strategy Customer Service Social Media Software 120

Cision

SEPTEMBER 21, 2015

Amazon uses an autoresponder on their @amazonhelp Twitter account to refer people to an actual customer service agent for appropriate support. By using autoresponders to send customers to where Amazon has a greater concentration of customer service reps, they “canalize” the customer service process.

Social Media 120

Social Media Customer Service Media Resources 120

Landis PR

MARCH 14, 2022

Five Key Steps to Introducing Your Consumer Brand to a New Social Media Platform. Having a social media strategy can boost your brand and expand your market, but that doesn’t all happen overnight. Being intentional with your social media strategy will give your brand its best chance at success.

Social Media 52

Social Media Consumer Brand Branding 52

Critical Mention

NOVEMBER 5, 2019

Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. Social Media Delivers Brand Clarity. Start delivering clear messages to your targeted audience about your brand and its products with social media.

Social Media 105

Social Media Media Customer Service Radio 105

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

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

Cision

AUGUST 21, 2015

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. Looking to test changes to your brand’s products? Promotion Made Easy.

Consumer 120

Consumer Video Customer Service Twitter 120

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? Customer service and public relations are growing closer, and engaging complainers on social media — the right way — is an opportunity to turn critics into fans.

Social Media 159

Social Media Media Airlines Customer Service 159

ImPRessions - Crenshaw Communications

JUNE 7, 2018

It may be unnecessary or even counterproductive to join the fray when brand ambassadors, or regular customers, are already on the case. Strategic silence was the best course of action here, because any interjection by the brand would have probably amplified the negative attention and fueled greater criticism.

SEO 227

SEO Privacy Crisis Crisis Management 227

Flack's Revenge

DECEMBER 5, 2018

What’s not safe is ignoring social conversations, especially those related to your brand and category. Interestingly, brands that take a stand, even a controversial one, are generally way ahead of those that sit on the sidelines. And Twitter is struggling to find its way but hopefully will turn itself around given its unique strengths.

Social Media 149

Social Media Marketing Media B2B 149