A Quick Guide to Social Chat Channels for Businesses


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. Get started by downloading The 9-Step Guide to Measuring Social ROI.

3 Ways Measurement Helps Brands Win Audiences


Your brand is not the only one targeting your audience. So what should your brand include in its measurement strategy ? Mention volume helps you understand the impact your brand is having on conversations. Don’t limit your tracking to your brand though.

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Qualify Hard; Close Easy: Leads in Unscripted Marketing Links

Sword and the Script

The face of a nearly brand new iPhone 6s looked like a spider web. Most of his leads come from Google, though he also cites Yelp as an up and coming source of customers. Report: Ignore Customers on Social at Your Own Peril.

Customer Service in a Social Media World


Social media has undoubtedly transformed the way brands serve and interact with customers. According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020.

Your 5-Step Plan to Modern PR Measurement


Today, PR professionals and practitioners believe measurement should provide concrete data on how well you can engage with influencers on social media, communicate stories to reporters and more. Align your brand’s PR strategy with long-term business objectives by following this five-step plan for modern PR measurement. Every brand is different. Get even more PR measurement tips? It starts by measuring a single campaign. Want to master PR measurement?

Branding Basics: Measure Your Way to a Better Reputation

Beyond PR

Branding – a word that conjures mental images of the world’s most prominent products. But what is branding, exactly? Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition.

26 Thoughtful Marketing Predictions that Could Actually Happen in 2019 Across PR, Content, Digital, Social Media and Customer Success

Sword and the Script

There’s something in here for every discipline of marketing – be it strategy, PR, content marketing, SEO, digital, social media, customer marketing, and so much more. 3) Emotional connection with customers. “I 5) Alignment of marketing and customer success. “A

The ups and downs of measuring sentiment

Media Bullseye

Over time, sentiment analysis is also one of the most useful guides to determine how a company, brand, or issue is perceived. Reverse logic – This comes into play if you are monitoring for your brand along with competitors. Measurement Feature

How to Develop Meaningful PR Measurement

Waxing UnLyrical

“If you can’t measure it, you can’t manage it.” All of these statements are correct in their limited context, but are also misstatements meant to reconcile the difficulty of communications measurement. Measure what’s important (not everything is).

Free Tip Sheet! Why Measuring Social’s Impact Matters


Your brand manages a handful of social accounts. Eighty-five percent of brands haven’t proven social’s ROI quantitatively. Without benchmarks to reference and goals to meet, most brands aren’t using social to its full potential. Brand Health.

How to Protect Your Brand in a PR Crisis


This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How and when your brand responds to the press is crucial to saving your brand’s reputation.

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How to Measure PR and Marketing Outcomes on Snapchat

Waxing UnLyrical

Freshly Picked for instance branded their Snapchat account almost like talking to your best friend – very casual and giving sneak peaks into upcoming lines.”. As you can imagine, Snapchat measurement is not straightforward. Brand discovery (“Discovery”).

Who’s Talking About Your Brand?


People have gone content crazy, and it’s impacting your brand. How much of that content references your brand or industry? Ready to increase share of voice, build brand reputation and drive sales? Branded Mention Volume. Want more suggested PR measurement factors?

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Hasbro and Scrabble association ban slurs, United Airlines might lay off up to 36,000 employees, and 51% of PR pros are burned out

PR Daily

The move to drop wellness knowledge and other truths is also a growing trend among community managers across branded accounts. MEASURED THOUGHTS. What's the biggest measurement myth that challenges PR pros' efforts to prove their worth?

101 articles to help your 2017 PR, monitoring, and measurement planning

Media Bullseye

In today’s ever-evolving PR and monitoring/measurement industries, practitioners need to remain updated and educated to achieve success. This post compiled 101 articles about PR, social media, and media monitoring/measurement to provide professionals with access to necessary, useful knowledge.

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. Most marketers say brand awareness remains the top goal for their social media outreach efforts.

4 reasons to monitor your brand online

PR Daily

Whether it’s offline or online, it’s crucial to pay attention to chatter about your brand. Would you respond to a customer who approaches you after a presentation to tell you how much they love your product? Sadly, many brand managers ignore important—and potential—customers online.

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Study: Brand managers ignore 80 percent of complaints on Twitter

PR Daily

Twitter can be a very effective tool for addressing questions about a brand’s product or services, but it’s not being used effectively, according to a new study. That’s a 20 percent higher rate than on Facebook, where brand managers are more likely to answer customers’ questions.

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3 Ways to Contribute to Your Brand’s Social Strategy


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.

Offer a clear vision to help staffers become brand advocates

PR Daily

Authenticity is crucial these days, and employee endorsements—of your workplace culture, as well as your products or services—are essential to your success. To be effective brand ambassadors, your employees must understand your organization’s social media objectives. Customer advocacy.

What lies ahead in 2020? Predictions from 20 industry experts

PR Daily

What’s ahead for storytelling, the ‘trust gap’ and the vexing matter of ROI measurement? I think brands will need to become story makers as much as storytellers. A person can have a meaningful connection with another person, but they don’t do this with brands.

Lululemon condemns post with racist COVID-19 design, Ticketmaster responds to refund criticism, and Netflix subscriber numbers double expectations

PR Daily

Also: EDsmart is offering $1,000 for a ‘Harry Potter dream job,’ consumers share what they want to hear from brands, IPR’s employee engagement survey, and more. MEASURED THOUGHTS.

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6 reasons your brand's PR efforts fail

PR Daily

When the PR team does a great job and the inquiries begin to pour in, you need to be able to answer them, sell appropriately and provide great customer service. Not measuring results. Too many PR measurements are based on possibilities and not realities. PR has changed a lot in the last decade. It used to be pretty straightforward and involve news releases, media and events.

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Study: Marketers struggle to prove social media ROI

PR Daily

It’s up to social teams to prove it in order to open the door to relationships that will move brands forward. Marketing goals vs. measurement. RELATED: Join us for our one-of-a-kind Measurement for Communicators Academy. ]. Marketing Measurement Social Media

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Can brands really be friends with customers on social media?

Communications Conversations

TLDR: Brands and customers can’t really be “friends” on social media. ” He goes on to summarize his argument that brands can’t be friends with customers on social media: “Social media has made it easier than ever for companies to connect with people.

Report: CSR, trust and social media paramount to building brand loyalty

PR Daily

Businesses must adapt better to customers' changing needs and desires, according to a study investigating trends in consumer behavior. consumers found that 75 percent think organizations can do a better job of increasing brand loyalty.

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Surprise! Three Ways Your Brand Can Score With A Customer Loyalty Strategy


based online retailer, long ago won me over with impeccable customer service, fair prices and handwritten holiday cards. But I was transformed from happy customer to brand advocate after being on the receiving end of the company's “surprise and delight” campaign.

Businesses close for global climate protests, Facebook’s new ad formats, and major brand communicators offer storytelling lessons

PR Daily

MEASURED THOUGHTS. According to a new study from Takumi , the top reason people will unfollow an influencer is for disingenuous endorsements, which means marketers must find influencer partners that align with their brand and offerings.

Uber lays off 3,700 employees, Frontier Airlines’ social distancing fee provokes anger, and Kraft Heinz Canada offers ketchup puzzles

PR Daily

The offering is a fun way to underline the brand while catering to the current crisis as people shelter in place. Communicators should keep their eyes on Spotify for future developments, as this could be another offering to boost branded video and podcast content—both hot formats.

Instagram fights bullies, Blue Bell’s viral mess, and the top reason consumers unfollow brands

PR Daily

Why it matters: You can use the Restrict tool to combat trolls targeting brand accounts and executives’ Instagram presences (if they have them). MEASURED THOUGHTS. 1 reason they will unfollow your brand is poor customer service.

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Google lifts COVID-19 ad ban, Cannes Lions 2020 canceled, and Boeing asks for voluntary layoffs

PR Daily

When the world emerges from the pandemic, the size of the commercial market and the types of products and services our customers want and need will likely be different. MEASURED THOUGHTS. It an also entice consumers to purchase your products and services in the future.

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Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. Despite these missteps, Zuckerberg’s well-executed TV apologies and a flow of news about Facebook’s fresh privacy measures have helped it bounce back, at least in valuation.

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Book Clubbin': How Marketers Can Incorporate Talk Triggers Into Their Marketing Strategies

PR 20/20

According to the authors, talk triggers are defined as “a built-in differentiator that creates customer conversations.” Whether it be a book you’ve been interested in reading or a service for your home, reviews are critical when making a purchasing decision. Customer service responses.

How Southwest Airlines creates meaningful, memorable content

PR Daily

Hubbard , spokesman for Southwest Airlines, shared timeless lessons and practical solutions for communicators eager to break through the noise at PR Daily’s Media Relations and Measurement Virtual Conference on Friday, May 15. It’s all about capturing moments that matter.

Six Things That Haven’t Changed About PR

Mindful Marketing

The PR analytics and PR measurement landscape are continually evolving with the advent of owned vs earned media, social channels, the Barcelona Principles and a growing demand for standards around measurement and analytics. Every brand must have a crisis communications plan.

3 Ways to Turn Weak Market Share into an Asset


In 2010, Professor Neeru Paharia was the lead author on a paper titled “The Underdog Effect: The Marketing of Disadvantage and Determination through Brand Biography” and published in the Journal Of Consumer Research. In it, she and her colleagues described the results of four empirical studies, which found that “underdog biographies” (in which firms highlight their humble origins, lack of resources, and struggle against the odds) increased purchases and brand loyalty.

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How and why to boost customer satisfaction online

PR Daily

Facebook, LinkedIn, Snapchat, Pinterest and Twitter have enabled brand managers to reach billions of consumers. Though social media has provided engagement opportunities, platforms have also become an avenue for people to complain about customer experiences.

Online ads have ‘oversaturated’ consumers, Gucci’s straitjackets meet backlash, and Yahoo unveils a new logo

PR Daily

In reply, Procter & Gamble’s chief brand officer, Marc Pritchard, said advertisers must “blend” marketing messages and ads “with filmmaking, journalism, technology, music, comedy and just storytelling.”. MEASURED THOUGHTS.

10 B2B Marketing Trends That Will Skyrocket Your Strategy

B2B PR Sense

Trends shed light on what marketing strategies and tools work and help dictate where to spend your brand's resources. But when choosing keywords, many brands cast their net too wide. Marketing automation lets you streamline, measure, and automate marketing tasks.

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6 Ways to Connect With Consumers Using Periscope


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.