TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy

Melissa Agnes

Like many others, the Toronto Police Service is looking for opportunities to build efficiency and effectiveness within their agency. For starters, they’ve developed a Strategy Management Unit with a strong customer service component. Within this unit, they’re in the process of developing a customer service strategy for the Toronto Police Service, with a heavy focus on internal customer service to start.

Lessons in Listening and Customer Outreach From Chobani

Waxing UnLyrical

Great service. Where did customers go to complain? And the company has used a lot of the techniques I discussed recently, right here on WUL, on growing your Facebook community. Here is a short Q&A with Ashley Butler , Chobani’s Community Coordinator, who is based in NYC (the center of their marketing operations): WUL : I am curious: how many cups of yogurt do you guys sell in a day?

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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. Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Make your customers happy. Make your customers happy by revving up customer service and customer interactions.

Monday Roundup: New Beginnings

Waxing UnLyrical

To help you avoid that trap, this week’s roundup features seven posts from around the web that might help you craft new beginnings for old issues, as it were. Why: How does one start from scratch after building a successful blog and community? Why: Public perception can help or hinder the growth of your customer base. Never Underestimate the Power of Consistent Customer Service. Around the Web Shonali Burke content strategy customer service new beginning

Bringing Open Community To Public Relations

Waxing UnLyrical

Because if there’s one thing I believe takes public relations from good to great, it’s when your audiences start becoming your community through the relationships you develop with them. Why did you write Open Community ? So, what is “Open Community&# ?

How To Grow Your Facebook Community

Waxing UnLyrical

They are a service business. One that could have a vibrant Facebook community, if they could just get to that point. Make sure that on your invoices, website, dealings with customers, marketing literature, email signatures, etc. Ask your customers – directly – to Like the Page. Pay for a Facebook ad campaign that targets the most likely prospects (who you think will convert to customers). Remember that old saying, “Know your customer”?

Monday Roundup: With Love, the Social Media Spotlight

Waxing UnLyrical

What impresses me about Adam is not just his kindness and work ethic, but how committed he is to sterling customer service. That has a huge impact on PR, so if you don’t already know him, check out his blog and podcast at Customers That Stick. area, she loves helping for- and non-profit clients, both small and large, turn corporate codswallop into community cool™.

Mother’s Day Gift Ideas: #thoughtfulgifting

Waxing UnLyrical

They also have really good customer service. area, she loves helping for- and non-profit clients, both small and large, turn corporate codswallop into community cool™. Around the Web Personal cafepress mother's day gift ideas rebtel someecardsNo matter how old we are, I think we’re all momma’s girls (and boys) at heart.

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Monday Roundup: Understanding The 7C Social PR Framework™

Waxing UnLyrical

C2 (Creativity) Case Study: How The Draw Shop Uses Email Marketing To Turn Website Visitors Into Paying Customers. Why: “The Draw Shop works with everyone from independent authors to huge corporations like Google, collaborating with them each step of the way to create the perfect video,” writes Kristen Dunleavy for Business 2 Community. C4 (Conversation) Case Study: Best Buy Uses Twitter to Enhance Customer Service.

Brand conversations during COVID-19

Stephen Waddington

The best responses are rooted in listening, engaging and providing support to customers. The crisis has led to a massive shift to digital communications as organisations pile into email, social and web. But if your product or service doesn't meet a customer’s expectation and you don't give them the opportunity to have a proper conversation with you, they’re going to use those channels to call you out. It’s running a reduced service for essential travel online.

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The Future of Twitter

The Proactive Report

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. It’s become an International dial tone, like the internet itself, like your phone service or your AM, FM, and Ham Radio spectrum. There’s too much good, free, intel — remember the Real Time Web ? Twitter has been working with brands to take advantage of this with targeted advertising, custom emojis, and more.

Earned Media vs. Media Relations [PR Tech Sum]

Sword and the Script

Over time, the digital community warmed to the term again. The phrase is intended to account for the additional ways a person or company could earn visibility on the web, including traditional news – but more importantly beyond it. The company cites ease-of-use, filtering tools and a focus on customer service as distinguishing qualities. CEO Todd Murphy offers several suggestions for avoiding this, including “read your service agreement.”

F8 Update: Two Upcoming Facebook Changes PR Pros Should Care About

Rock the Status Quo

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could help Facebook collect data, eavesdrop on customer service and collect consumer information normally proprietary to the brand based on customer interactions. It could help customers by saving them a few mouse clicks.

Future of PR: 2020 edition

Stephen Waddington

Public service broadcasting is failing to pick up the shortfall. Public service media is failing the public Thank you My thanks to the following communities and individuals. The project has brought me into contact with a new community of more than 50 thinkers and doers.

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#CrisisRoundup of Awesome Links: Week of September 8, 2014

Melissa Agnes

TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy. This week on The Crisis Intelligence Podcast, I had the pleasure of chatting with Staff Sergeant Chris Boddy of the Toronto Police Service. Welcome to this week’s #CrisisRoundup! How is it Friday already? Where does time go?

Report: Consumers want to be entertained on social media

PR Daily

Other goals include lead generation and increasing community engagement to grow an audience. Brand managers prioritize “likes” and comments, shares and retweets, and interaction with customers. A steady, consistent social media strategy can increase web traffic and generate new leads. At the top of the list: poor customer service. The study cites an interesting consumer shift away from discounts and sales and toward entertainment and customer interaction.

The Most Interesting PR Tech Announcements in 2019 [PR Tech Sum]

Sword and the Script

Talkwalker has introduced a new feature it’s calling Customer Data +. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. So, take the investment community for example.

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Suffering from Facebook Newsfeed Entitlement? Stop. Here’s 26 Reasons Why

Social PR Chat

It was just over ten years ago when reaching audiences meant relying on the journalists as gatekeepers, pushing email blasts to customers and websites were the digital brochure. It is a CHOICE to have a Facebook Page and this complimentary social web page on Facebook comes with hundreds of features and benefits that brands do not have to participate in. If you think about it: the only ones who will miss you are just your current customers, prospects, and journalists.

30 jobs in the PR and marketing world

PR Daily

To merge that influence with customer engagement—another in-demand marketing skill—communications managers are lending themselves to organizations’ customer experience efforts. A 2015 Economist survey says more than three-quarters of customer experience roles will be led by marketers within five years. As many marketing professionals hone engagement skills, executives are looking to hire communicators who can keep their customers and capitalize on their lifetime value.

How content marketing has changed PR

PR Daily

Major changes in digital marketing and PR have revealed how social technologies, devices and ubiquitous Internet access have opened the doors for round-the-clock connectivity to everything on the Web. Connecting with and creating value with many niche influencers, whether they’re journalists covering a specific beat or a passionate bloggers with engaged communities, can be as impactful as mainstream publication hits.

Expert interview – Scott Guthrie on PR in the Digital Age


The social web has democratised communication. It allows brands to be able to speak directly with their customers or wider — with their publics. The social web has given a voice to everyone with an internet connection. From customer service to HR, from the C-suite to logistics. PR realises that influencer relations is more about the level of engagement between and influencer and his/her community than it is about potential reach. Who is Scott Guthrie?

Monday Roundup: Rocking the Vote

Waxing UnLyrical

this week’s roundup features seven posts from around the web focused on business lessons learned from politics. Customer Service, Richard Nixon, and the Silent Majority. Why: Understanding and embracing the needs of the silent majority can boost your customer service ratings. area, she loves helping for- and non-profit clients, both small and large, turn corporate codswallop into community cool™. Happy Monday!

30 jobs in the PR and marketing world

PR Daily

Here’s an example: The year-old company Interviewed administers "blind auditions" in which applicants for customer-service jobs field chats or calls from bots that represent consumers. Social media customer experience associate— Lyft (Tennessee). Weekend web editor—. Social media marketing and community manager— Joy of Kosher (Florida).

20 of the Coolest Marketing Conferences to Attend in 2020

PR 20/20

You can expect tracks and role-based agendas on customer engagement, account-based marketing, brand and communications, sales enablement, among others. This event is focused on “building traffic, expanding brand awareness, improving customer service and gaining insight into today’s latest digital tools.” Session topics include digital strategy, web experience management, mobile marketing and retargeting, user acquisition, and more.

Your audience with the public

Stephen Waddington

It disintermediates all previous forms of media enabling anyone to become a publisher; and it creates the opportunity for communities to form around an organisation, topic or issue, creating communities and markets. Facebook has a strong and growing platform of services including Instagram and WhatsApp. Instead of listening like a good friend they shout about their latest products or services.

Monday Roundup: Context

Waxing UnLyrical

This week’s roundup features seven posts from around the web that focus on context. Context and Community: the 2 Cs That Can Make Social Scoring Work. Why: In this goodie from the WUL vault, I share why social scoring without context is just a numbers game and how communities can be just as, if not more, influential than individuals with high social scores. How Do You Make Your Customers Feel?

The Top PR Trends For 2017

ImPRessions - Crenshaw Communications

Today’s PR programs are less about selling and more about telling… stories that engage prospects or customers, and visual storytelling is hotter than ever. An even hotter trend is content personalization , or using customer data or behavioral insights to create not just offers and promotions, but branded customized content for distribution through social or email channels. They must offer ideas and inspiration, not just great products and services.

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What Not to Do When Humanizing a Brand

Waxing UnLyrical

Someone who is going to cover your business in a façade will not engage your community on the same level as a trust agent speaking his/her mind. As a cable company, Comcast is notorious for poor customer service. However, they are able to leverage a personal experience to their Twitter account by humanizing the customer service experience. Bill Gerth is the trust agent for Comcast and he responds to customer inquiries and issues with his own voice.

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LinkedIn Social Selling Training & Digital Marketing Workshop Debuts


Do your customers see you as the company or person you think you are? Ensuring your brand tells a story to maintain connections and community. Why customer experience is more important than customer services. 3D MARKETING MAPS: COMPETING AND CONNECTING WITH COMMUNITIES. Design a customer-focused marketing plan that integrates directly to your customer's community. Managing your community relations.

Monday Roundup: Attitude

Waxing UnLyrical

This week’s roundup features seven posts from around the web that focus on attitude. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. FIR Presents Inside PR 375: During a crisis, don’t leave your customers in the dark. Attitudes make up the fabric of business interactions.

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The Old “New Media” and Marketing Tools with Novel Twists [UML]

Sword and the Script

If audio search isn’t enough of a new twist on an old web habit, welcome to visual search. There are many reasons for a business to make an acquisition – to acquire a technology, to acquire a customer base, to accelerate growth, or to kill the competition. I have used Livefyre as the commenting platform on this blog for a long time – and have been very impressed with the company’s community and customer service. If not, give our services a try.

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4 Tips for Tomorrow’s Marketing Champions from Marketo’s 2016 #MKTGnation Summit

Beyond PR

Trust is the new currency,” said Ken during his keynote on the future of customer experience. One of his top tips for fostering strong and loyal customer relationships: Integrate and iterate every marketing effort into the complete loop of the buyer’s journey — from exploration, engagement and acquisition to adoption, devotion and advocacy. My career began as a web developer, but led to project management, then marketing automation and demand generation.

LinkedIn Social Selling for MDRT Financial Services and Insurance Pros


I'm excited to present LinkedIn social selling marketing strategies for financial services and insurance pros at MDRT's annual conference in Vancouver!! My ties to the life insurance and financial services industry run deep – going back to being a national sales trainer for a life insurance company. To be selected to speak to the financial services industry’s top performers and share social selling strategies is a highlight of my professional speaking and training career.

5 reasons to share your competitors’ content

PR Daily

Providing the best customer service and experience online means that you become consumers’ go-to information source, treating information like a product. Thanks to the internet and mobile devices with web services, customers are now in complete control and can filter out the noise or messages that do not benefit them. If you do so, you can sell, cross-sell and up-sell more products and services, helping you drive business growth.

Five Ways Social Media Makes your Planning Process More Strategic


Social media helps you to gather intelligence and to become more intimate with your customers and other important stakeholders. So, hold off on the tweets, Facebook updates, Instagram posts and snaps on Snapchat (the communication tactics) until you address social media by using it as a part of your planning process: Get closer to your customers and learn about the market through social media data and analytics. Social media has changed the world of PR and it’s for the better.

Monday Roundup: Attitude

Waxing UnLyrical

This week’s roundup features seven posts from around the web that focus on attitude. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. FIR Presents Inside PR 375: During a crisis, don’t leave your customers in the dark. Attitudes make up the fabric of business interactions.

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Why Livefyre Is The Best Blog Comment System Evah

Waxing UnLyrical

In Jordan’s words, “We are creating a community of commenters and content producers, connected through conversation and interests.&#. Their customer service is great. They truly believe in community. This is part of the Blogging for Grasshoppers series.

Future of PR and social media for International Air Transport Association crisis communications conference

Stuart Bruce

We can understand how Facebook and Twitter conversations can represent different parts of the community. Employees, customers, suppliers, shareholders, regulators on social media will see through your shield and expose you. We can tap into the wisdom of the web and discover what people really think, rather than what opinion formers and influencers tell us. The instant reaction from customers was at odds with the expert opinion from journalists and pressure groups.

WOM: What's Really Behind The Buzz

Waxing UnLyrical

And they research and they monitor (sometimes for up to three months) just to find out: a) Who a brand’s target audiences are; and b) Who the key influencers within that community are. Customers behave the same way.

Why You Need the HubSpot Growth Stack for Marketing, Sales & Service

PR 20/20

So we’re not surprised that the software company reported more than 34,000 customers and upwards of $89 million in revenue at the end of Q2. It creates a home base for all marketing, sales, service and CRM activity, enabling performance-driven , agile marketing. From initial prospecting to closing the deal, you can use the stack to design and serve the full customer experience. Messages : Live chat is becoming a must-have for quick, in-channel customer service.

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