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.

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.

After years of turmoil, brand customer service may be rebounding—what’s changed?

Agility PR Solutions

Remember when “service with a smile” was hallmark credo for public-facing companies? Customer service has been hailed as the key driver of consumer loyalty, but lately it’s been the most enigmatic challenge facing brand marketers.

Social media unpopular for customer service

PR Daily

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. percent saying it’s their preferred customer-service conduit.

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. Customer service is a “feast or famine” function. Thirty-three percent of social media users prefer using social media over calling a customer service line.

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.

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. Although Twitter ranked highest overall, depending on customer activity there were wildly varying methods of preferred contact for each of 100 participating brands.

4 reasons to bring back ‘old school’ customer service

PR Daily

Digital marketing has exploded, and organizations have innovated wildly to meet customer expectations. Sleek, streamlined, fast-paced organizations abound, and although it’s what customers want, there’s something cold and impersonal about many 21 st -century transactions.

How to use social media to win at customer service

PR Daily

Social media has become the customer service center for most organizations, large and small. Include a comprehensive description of what your company is “about,” your hours, price range and anything else applicable to consumers. Consumers love to get the inside scoop they love.

How Public Relations And Customer Relations Can Work Together

ImPRessions - Crenshaw Communications

Good customer service and good public relations have never been more aligned. One of the quickest ways to understand an organization’s reputation is to look at its response to a consumer complaint. So how can public relations and customer service work together?

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

Human Touch? Not So Much: 44% of Consumers Say They Prefer Chatbots for Customer Service

Flack Me

Category: Flack Me Summary: According to new research from interaction management firm Aspect, the desire for automated interaction is real—and actual human connections in service exchanges may be becoming obsolete. Forty-four percent of respondents to the company’s annual survey said that—if a company could get it right

6 Ways to Connect With Consumers Using Periscope


With forecasts estimating that video will make up 80 to 90 percent of global consumer traffic by 2019 , live video streaming apps like Periscope are expected to stay in the spotlight. Here are six ways Periscope can influence the way your brand interacts with consumers: 1.

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. Make your customers happy by revving up customer service and customer interactions.

Public Relations is Everyone’s Business

Waxing UnLyrical

So guess which hotel I – as a guest aka consumer – will recommend to friends, or people who ask for recommendations, when it comes to hotels in New Orleans? Public Relations Shonali Burke building relationships customer service ritz-carlton new orleans

Who Should Care About Public Relations? Everyone

Waxing UnLyrical

So guess which hotel I – as a guest aka consumer – will recommend to friends, or people who ask for recommendations, when it comes to hotels in New Orleans? Business Public Relations Shonali Burke business ambassadors customer service guest relations

Marcom for Healthcare Providers: Engaging the Empowered Consumer

Shift Communications

Today’s consumer has more power than ever before. Tools like social media have enabled everyone to have a louder voice in regards to customer service and brand experiences. Another aspect of audience engagement is customer service.

Man poses as Target on Facebook, trolls complaining consumers

PR Daily

In a move that will make you say, “I’m surprised this doesn’t happen more often,” a man posed as a Target customer service rep on Facebook and gave hilarious fake responses to real outraged customers.

How integrated marketing is building new connections with today’s consumers 

Agility PR Solutions

As businesses seek to compete on CX, marketers increasingly leverage customer problem resolution to offer a positive brand experience that leads to increased satisfaction and loyalty and potentially, sales. In effect, this approach integrates marketing and customer service in the ways that customer relationship management (CRM) always promised.

Report: 55 percent of consumers complain on social media to see results

PR Daily

When traditional customer-service avenues don’t offer a solution, many consumers turn to social media. Some consumers even take to online channels first. Airing customer service grievances online has become increasingly common.

3 ways brand managers can interact with consumers online

PR Daily

Customer service is a crucial element of social media efforts. It’s also important for brand managers to remember that social media isn’t just an extension of your customer service team.

Damn It, Let's Get Those Metrics Going!

Bad Pitch Blog

Sure, you see ads for products and services all the time. But permission to purchase said product or services comes when you read about its use or adoption. Consumer? At our firm we train all customer interfacing folks--in a big happy group.)

Twitter offers up 122-page 'playbook' for brands

PR Daily

Twitter has now for quite some time dominated the social media customer service game. Nearly 80 percent of customer service questions posed to brands social media happen on Twitter, according to Socialbakers. Enter the Twitter Customer Service Playbook.

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.

How Target uses branded gifs to bolster community engagement on Twitter

Communications Conversations

I’ll simplify: When it comes to engagement, Twitter has become a full-on customer service channel managed by the customer service team. And, more and more people are turning to social for customer support. It’s all about customer service.

10 B2B Marketing Trends That Will Skyrocket Your Strategy

B2B PR Sense

What can you do to relieve your team of mundane work while better serving your prospects and customers? Customer Experience. The experience you give your customers is becoming just as important as how well your product performs. B2B marketing trends are like a compass.

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Infographic: Why marketing automation is an essential investment

PR Daily

Using robots to contact your customers isn’t the stuff of science fiction. Instead, these tools will help you target messaging, avoid irking potential customers and boost the bottom line.

Study: Marketers struggle to prove social media ROI

PR Daily

Sixty percent count interaction with consumers as social media engagement. In comparison, only 34% count revenue attribution as engagement, with 32% of marketers saying engagement is inspiring consumers to take action (such as clicking a link or visiting the website).

Study 171

3 Things to Know About Social Listening (That No One Tells You)


Influencer detection and customer relationship management. Probably the least exciting aspect of social listening is customer service. 31 percent of social users interact with brands to gain direct access to customer service representatives or product experts.

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Listen to Your Customers: Why You Need to Embrace Customer Complaints


Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? Erin got a green light to add nudges for feedback to just about every customer touch point. That is remarkable, and means that your unhappy customers are your MOST IMPORTANT customers.

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.

7 steps for marketers to prepare for 2017’s chatbot trend

PR Daily

It’s taken a long time for companies to master customer service via social media. As social media and marketing technology platforms have enhanced their customer service offerings—such as Twitter’s stripping away direct message restrictions and Facebook’s “Very Responsive to Messages”.

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Handling Social Media Complainers

Rock the Status Quo

It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations? How can we use OUR OWN customer service experiences to help clients?

More Australian businesses than ever have a presence on social media (but they could be a lot more social!)

PR Warrior

The 2018 Yellow Social Media Report (Business) , released today, is an annual survey of how Australian consumers and businesses use social media. In answer to the question: “Do you use your social media channels to engage in two-way communication with your customers and contacts (e.g.

7 Tips to Optimize Your Social Media Marketing for Mobile

Critical Mention

In fact, in 2018, Statista stated that 54 percent of all consumers now browse social media on a mobile device at least once a day. This makes it critical to optimize your social media marketing strategy to be mobile-friendly to engage these consumers.

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4 PR and marketing lessons from ‘The Golden Girls’

PR Daily

You might not offer your executives, employees or consumers slices of cheesecake, but you can still offer them something that satisfies. Listen to their needs and feedback online, and regularly interact with them to provide the customer service they crave. The time spent uncovering your organization’s tales that can capture audiences’ attention is well worth it when you make a splash with both consumers and reporters.

What B2C Can Learn From B2B PR

ImPRessions - Crenshaw Communications

B2B public relations is widely perceived as the nerdy cousin to consumer PR’s popular girl. Having already noted what B2B PR people can learn from their colleagues who run consumer brand accounts, I think the reverse is also true. Any Good PR Program Starts With The Customer.

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Report: The best (and worst) brand reputations

PR Daily

Poor leadership and company vision, involvement with controversial groups or issues and problems with customer service were all reasons these brands had bad reputations. Financial organizations are still trying to regain consumers’ trust.

10 tips for making website content easily accessible by voice search

PR Daily

With Siri, Alexa and other mechanized listeners helping consumers find everything from pizza to piñatas, marketers must tailor their online presences with an eye—and ear—to that trend. Their websites will appear first on web search results, and customers will visit their sites first.

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What’s New In B2B Tech PR For 2017

ImPRessions - Crenshaw Communications

As almost 200,000 folks get ready for their annual excursion to Las Vegas for CES (Consumer Electronics Show) , those of us who toil in B2B tech public relations will be looking for 2017 trends to better take advantage of industry moves and stake out positions for clients.

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