Critical Mention

NOVEMBER 5, 2019

Social media platforms may have been created for friendly networking, but since then, they’ve evolved into tech hubs where anybody can network with anyone else. So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service.

Social Media 105

Social Media Media Customer Service Radio 105

The Proactive Report

FEBRUARY 24, 2017

The one thing you can rely on in Social Media is that there will be change. The major social networks (Facebook, LinkedIn and Twitter) have been fairly stable for the past five or six years. It doesn’t create social media stars and their advertising is not producing as much revenue as other networks.

Twitter 235

Twitter Customer Service Web Facebook 235

Communications Conversations

MARCH 29, 2019

Last week, I shared my news that I’ll be teaching social media at the University of St. Now, she’s crushing it at Best Buy in social media marketing. So, I asked a few key local leaders for up-and-coming social media or communications superstars they admire. And, they have been for a while now.

Social Media 128

Social Media Agriculture Marketing Media 128

Stuart Bruce

JULY 23, 2017

.” Call me a cynic (I am a grumpy old cynic), but it doesn’t bode well when a report starts “Social media is still a relatively new marketing channel”. Those of us using Usenet, email discussion lists and bulletin boards in the early 90s for PR and marketing can confirm they were both social and media.

Social Media 68

Social Media Media Customer Service Corporate 68

PRSay

JUNE 26, 2016

Social media has changed the world of PR and it’s for the better. Social media is about people, however, the technology helps to facilitate the great interactions we experience. Social media helps you to gather intelligence and to become more intimate with your customers and other important stakeholders.

Social Media 113

Social Media Media Infographics Community 113

Engage PR

JANUARY 6, 2018

And with social media spend within marketing budgets expected to increase 128% to 21.4% in the next five years (1* Chief Marketing Officers Survey, 2014 ) social activity is becoming more integral to brand perception and business performance. Cue social backlash across the internet.

Social Media 60

Social Media Strategy Media Survey 60

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. And thank you Aaron for that fascinating insight into how social media has changed journalism.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Shift Communications

SEPTEMBER 26, 2014

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it.

Reputation 137

Reputation Brand Branding Customer Service 137

Communications Conversations

JUNE 18, 2019

If you’ve worked in the social media marketing world for more than five minutes, you know how most brands treat “engagement” on Twitter. I’ll simplify: When it comes to engagement, Twitter has become a full-on customer service channel managed by the customer service team.

Community 127

Community Twitter Brand Branding 127

Cision

DECEMBER 14, 2015

A lot has been written in the past year about the limited reach and engagement level on various social media platforms. For any post that you put on Facebook, Twitter, Instagram, etc., It may also be worthwhile to consider embedding key social posts into crisis-related content or even digital press releases.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

Waxing UnLyrical

DECEMBER 20, 2012

This post will depress all the Facebook Ninjas who’ve drunk the Facebook Koolaid. They are a service business. One that could have a vibrant Facebook community, if they could just get to that point. But their Facebook Page has just 23 fans so far. Ask your customers – directly – to Like the Page.

Community 93

Community Facebook How To Web 93

Sword and the Script

DECEMBER 11, 2018

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. 4) New emphasis on trust. 9) Brands across the aisle. “I

Social Media 90

Social Media Marketing Media Creativity 90

ImPRessions - Crenshaw Communications

SEPTEMBER 5, 2019

Entrepreneur and presidential contender Andrew Yang has used his 15 minutes to warn us of the hollowing-out of key industries like retail, customer service, and trucking as a result of AI. Turning customers into fans. I’m not talking about a social media upvote or a Facebook “like.”

Marketing 173

Marketing Storytelling Creativity Privacy 173

Mark My Words

MARCH 22, 2022

We have seen protests from unions on the docks, captains refusing to leave their ships or let new crews (of underpaid foreign agency workers) onboard against a backdrop of unified condemnation from media, social media and across the political spectrum. But will this abhorrent treatment of workers impact P&O Ferries’ brand and profit?

Government 60

Government Customer Service Financial Consumer 60

ImPRessions - Crenshaw Communications

MAY 15, 2018

Facebook dodges blame. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke. Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes.

Crisis 136

Crisis Privacy Airlines Facebook 136

Sword and the Script

DECEMBER 20, 2022

This will contribute to even more noise, and it will make high-quality corporate content both more appreciated and harder to find.”. Brands will look to public relations professionals to help them not only write compelling content but also place it in industry trade publications and other media outlets that may be a fit.

Marketing 187

Marketing Content Marketing Data Social Media 187

Cision

MAY 10, 2016

This includes established platforms (from Facebook, WeChat and Snapchat), next frontiers, such as virtual reality and smart devices (Amazon Echo, Apple Watch and Jawbone), as well as future connection points. The current social media “It” channel is Snapchat. I always conduct surveys on social media use in my marketing classes.

Storytelling 120

Storytelling Customer Service Travel Instagram 120

MaccaPR

FEBRUARY 10, 2015

Welcome to your Taylor Swift Master Class in Social Media Marketing! Who better to instruct us in social media marketing than this 25-year-old, 7-time Grammy Award-winning “public relations genius” (in the words of the Washington Post)? Taylor uses social media to connect one-on-one with 100 million fans at a time.

Social Media 48

Social Media Marketing Media YouTube 48

Waxing UnLyrical

FEBRUARY 9, 2015

So I’m taking advantage of WUL to shine the social media spotlight on them. I got to know Adam several years ago through social media, and then encountered him and His Lovely Wife (he doesn’t capitalize it, I do) in Orlando not long thereafter. Adam Toporek. Bess Winston. Answer: Boss.

Social Media 40

Social Media Media Community Web 40

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

The HQ2 search generated a frenzy of positive media coverage as well as 238 proposals from individual North American cities, and it helped cement Amazon’s status as a desired corporate neighbor and employer. 2017 also brought a reckoning of sorts for Facebook. The Losers. He called it a ”pretty crazy ” idea.

Airlines 180

Airlines Reputation Journalism Crisis 180

Prohibition

NOVEMBER 9, 2021

Over the past few years, there has been a significant advancement in social media marketing. These days, customer acquisition, retargeting, retention, and support are all being carried out through social media channels across the whole consumer experience. Hence, the popularity of paid social.

Advertising 62

Advertising Advertising Social Media Strategy 62

Waxing UnLyrical

JULY 1, 2013

3 Reasons Why You Can’t Walk In Your Own Customer’s Shoes. Why: In this post for Sensei Marketing , Jeannie Walters dispels the myth that we must walk in our customer’s shoes to provide powerful customer service. Twitter Facebook Google+ LinkedIn Monday Roundup: The Power is Yours.

Customer Service 93

Customer Service Resources Writing LinkedIn 93

Critical Mention

JULY 15, 2020

The product launch is one of the company’s most significant since its founding in 2002 and will allow customers to leverage a powerful Earned Media Suite when combined with Critical Mention’s TV, Radio, Social Media and Online News Monitoring. Customer support is available 24/7/365. . www.criticalmention.com.

Media 108

Media Radio Television Engineering 108

Waxing UnLyrical

MARCH 25, 2013

Where did customers go to complain? The Chobani Facebook page. Before they even invested heavily in social media, Chobani was growing fast via word of mouth and a quality listening program. And the company has used a lot of the techniques I discussed recently, right here on WUL, on growing your Facebook community.

Customer Service 101

Customer Service Travel Web Facebook 101

Sword and the Script

JANUARY 16, 2024

Monitoring Propel offers social media monitoring of Twitter, Instagram and Facebook. It also provides comprehensive print media monitoring through a partnership with LexisNexis – which most of the incumbents also offer. They also white label TVEyes for those customers that need broadcast monitoring. They’ve got 4.5

Software 136

Software Pitching System Analytics 136

Shift Communications

AUGUST 28, 2017

Today, we ingest thousands of news articles, millions of social media data points, web analytics, customer service data, CRM data – the list of data sources is nearly endless. Suppose we want to understand how an audience is likely to react to a negative corporate announcement.

Analytics 96

Analytics Software Technology Data 96

Stephen Waddington

FEBRUARY 12, 2019

A n essay about the impact of the internet on corporate communication, marketing and public relations over the past 20 years. billion use social media. This is data from We Are Social’s Digital 2019 Global Digital report. Facebook has a strong and growing platform of services including Instagram and WhatsApp.

Publicity 79

Publicity Community Pinterest Reputation 79

Melissa Agnes

FEBRUARY 16, 2016

Following is a play-by-play of what you can – and should – do now, to ensure successful crisis communications in the event of a corporate crisis. Social media vs. more traditional means of communicating. In fact, I have clients that, due to regulatory compliance, cannot use social media at all.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Waxing UnLyrical

SEPTEMBER 28, 2010

Waxing UnLyrical personal, possibly poetic, musings on public relations, media, communication, and everything in between About Shonali Powwowing With Pepco on Social Media September 28th, 2010 Tweet I haven’t been the biggest fan of my local energy company, Pepco, recently. Completely. Here’s the interview.

Social Media 61

Social Media Media Crisis Energy 61

Waxing UnLyrical

FEBRUARY 14, 2013

of posts that might spark ideas on how to incorporate social media and customer service into your business in a smart way. Some of the posts might help you directly; some might help you indirectly (because of the media they use, or the way they’re framed). Based in the Washington, D.C.,

Customer Service 99

Customer Service LinkedIn Social Media Google 99

Sword and the Script

MARCH 15, 2022

The product does everything you’d expect from a media monitoring tool. It provides monitoring for print news, online news, broadcasts, podcasts and social media. In terms of social media monitoring, the company checks off the important boxes: Twitter, Facebook, Instagram, Reddit, TikTok, YouTube and forums.

Tools 157

Tools Media Software Analysis 157

Stephen Waddington

JULY 10, 2017

The pursuit of a purpose beyond making money has almost become a religion in modern corporate communications. Social capital: evolution of public relations practice. Public relations practice is developing through four stages of media: the media itself, influencers, owned media, and community.

Telecommunications 112

Telecommunications Handbook Transportation Community 112

Waxing UnLyrical

NOVEMBER 3, 2014

Is social media contributing to political paralysis? Why: How has social media affected modern day politics? In this classic post, Mark Schaefer explores the positive and negative implications of “social polling.” How To Start a Riot With Social Media. Image: Vox Efx via Flickr, CC 2.0.

Customer Service 68

Customer Service Social Media Resources Government 68

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. I realize this doesn’t mean ALL companies are ignoring customer feedback on Twitter. 3: It’s not nearly the social ad darling Facebook is. I think so.

Twitter 60

Twitter Brand Branding Tools 60

Stephen Waddington

DECEMBER 30, 2019

First, the ease with which disinformation can be created and spread via social media has huge implications for public engagement and discourse in society. Second, structural issues in the mainstream media as it continues to transform to digital should be a concern for all practitioners. She always improves my work.

Government 103

Government Education Print Ethics 103

Waxing UnLyrical

FEBRUARY 15, 2013

Considering how active we all are on social media sites like Facebook and Twitter, when Starbucks opens its Delhi location, I’m sure I’ll be among the first customers to visit them, and of course check-in at Foursquare/Facebook and tweet about it too! Image: bfishadow via Flickr, CC 3.0 .

Twitter 94

Twitter Facebook Social Media LinkedIn 94

Communications Conversations

APRIL 27, 2017

” In fact, according to recent reports , only 38% of public and private company CEOs have updated their social media channels in the last YEAR. Who says the CEO can’t also handle customer service? In fact, he often serves as a “customer service” rep of sorts for UW-EC.

Twitter 60

Twitter Customer Service Interviews Employee 60