Rock the Status Quo

MARCH 30, 2015

View image | gettyimages.com Media coverage abounds related to last week’s 2015 F8 Developer Conference – an event for app developers put on by Facebook. Facebook native video. PLUS Facebook reach (minimal as it might be). PLUS Facebook reach (minimal as it might be). Read on for the dets!

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Melissa Agnes

OCTOBER 2, 2018

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. Connect on Facebook. Connect on LinkedIn.

Brand 157

Brand Branding Crisis Management Customer Service 157

Prohibition

JANUARY 24, 2022

Having a crisis communication plan in place ahead of time reduces confusion, ensures an effective communication flow, and improves messaging timeliness during or after a crisis. The basics of good crisis communications are the same for every company. The basics of good crisis communications are the same for every company.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Prohibition

JANUARY 7, 2022

Crisis management is something every company needs to implement as part of its business processes. Without a documented plan, how would you handle a crisis? If you think you could never be the victim of a crisis, think again. If you think you could never be the victim of a crisis, think again. What is a crisis?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Social Media 62

Social Media Trends Media Instagram 62

Flack's Revenge

NOVEMBER 23, 2016

Please note that I am not writing just about customer service, product quality, security breaches or other kinds of fails; this blog is careful not to confuse these things with PR and crisis management thereof. The company botched one of the first rules of crisis response: avoid the drip, drip, drip of piecemeal information.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

2017 also brought a reckoning of sorts for Facebook. Within weeks, however, Facebook would own up to the fact that it sold more than $100,000 in ads to Russian accounts, and that foreign actors used its feed to spread false and divisive stories about candidates and issues. The Losers. He called it a ”pretty crazy ” idea.

Airlines 180

Airlines Reputation Journalism Crisis 180

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 156

Social Media Trends Media Instagram 156

Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Clients expect PR agencies to deliver on the following services: online press release distribution (51%), digital crisis management (49%), image-based content (46%), and social influencer outreach (43%).

Digital PR 78

Digital PR Report Communications Crisis Management 78

Cision

OCTOBER 10, 2015

If your brand met a customer’s expectations, strengthen the relationship by engaging with him or her on social media. Whether a customer writes a positive review on Yelp or posts a picture of your product on Facebook, reach out to show not only that you care, but also that you’re paying attention to their experience.

Social Media 120

Social Media Brand Branding Customer Service 120

Marketwired

JANUARY 26, 2016

I reached out on Twitter and I received a prompt response, but they pointed me to a form on their website to create a customer service ticket. Instead of a neutral or positive experience with the product, poor customer service ignited negativity and hostility toward the brand. I needed help and I needed it fast.

Brand 100

Brand Branding Customer Service Reputation 100

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. then you need to actively let your customers and prospects know this.

Communications 105

Communications Brand Branding Policies 105

Cision

MAY 18, 2015

Event detection, issue and crisis management. 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.

Customer Service 120

Customer Service Social Media Analysis Data 120

Bianchi Biz Blog

FEBRUARY 2, 2023

The model can be used to generate tweets, Facebook posts, and other types of social media content that can be used to promote products, events, and other aspects of the company. Also, for companies that receive a high volume of customer service requests, ChatGPT can be used to generate customer-facing responses and support.

Automotive 80

Automotive Training Customer Service Data 80

Cision

NOVEMBER 30, 2015

This trend isn’t particularly surprising, but it gives the Friday after Thanksgiving a bit of an identity crisis. It also presents businesses a conundrum: the need to reach and convert online consumers has accelerated, yet much belief about digital and social customers is counter-intuitive.

Social Media 120

Social Media Facebook Print Advertising 120

Shift Communications

AUGUST 28, 2017

More often than not, we’re reacting to the latest and greatest, from crisis communications (when the news is bad) to rapid response/newsjacking (when the news is good). Until now, our ability to keep a finger on the pulse of the news has been good enough. With these technologies, turning data into valuable insights is within everyone’s reach.

Analytics 96

Analytics Software Technology Data 96

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 61

Social Media Trends Media Instagram 61

Critical Mention

JUNE 29, 2018

Just a couple of months ago, a PR crisis came out of nowhere. Suddenly Tide found itself in the middle of an unexpected PR crisis that it didn’t cause. Takeaway: Not preparing a statement and robust PR strategy before responding to a crisis can lead to serious consequences. To eat or not to eat? Hint: Definitely do NOT eat).

Crisis 68

Crisis Customer Service Financial Video 68

Waxing UnLyrical

APRIL 10, 2012

I even emailed customer service and was told my order would arrive on time. Desperate for answers, I did what any customer in 2012 would do and looked to Facebook and Twitter. Hopefully I could at least determine whether other customers were experiencing the same frustration. I was frustrated and concerned.

Small Business 106

Small Business Customer Service Facebook Retail 106

PR News

MARCH 13, 2017

So annoyed was I by the poor customer service and the constant retargeting of ads from this particular furniture store that I resorted to cleaning… Continued. The post How to Lose a Customer and Tarnish Your Brand in One Easy (Mis)Step appeared first on PR News Blog. Rarely do I mess with cookies, except to eat them.

Customer Service 84

Customer Service Brand Branding Retail 84

Engage PR

JANUARY 6, 2018

Just because 2billion people are on Facebook does not necessarily mean your business should have a Facebook presence. A smart social strategy can help businesses develop lead generation, build brand awareness, drive customer acquisition and attract high performing talent.

Social Media 60

Social Media Strategy Media Survey 60

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. Share Tweet Share. PR pros and marketers should take advantage of their organization’s social media interactions.

Social Media 105

Social Media Media Customer Service Radio 105

Waxing UnLyrical

AUGUST 18, 2014

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. Does Too Much Technology Make Us Bored?

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

PR 20/20

JANUARY 14, 2021

HubSpot : If you are looking for an all-in-one customer service, marketing and sales solution, look no further. HubSpot began life as a marketing app in 2006, and has grown into a marketing, sales and service platform company that has 86,000+ customers in more than 120 countries. Pattern89 : Forget blind A/B testing.

Technology 65

Technology Marketing Tools Google 65

Waxing UnLyrical

APRIL 11, 2012

Getting media trained helps you stay on message and bridge back to you talking points without sounding like a robot or some disingenuous suit – a *big* problem to avoid when you’re in crisis mode. Take the time to develop a crisis communications plan. Nothing says, “I care more about money than customer service” than that.

Media Training 70

Media Training Crisis Training Crisis Communications 70

Onclusive

JUNE 29, 2018

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 crisis communications has changed. A crisis can accelerate more rapidly and responses from your brand need to occur quickly. Understand your audience.

Crisis 186

Crisis How To Brand Branding 186

Critical Mention

JULY 15, 2020

In continuing its commitment to 24/7/365 customer service, Critical Mention has also created a quick and simple way for users to submit requests for data updates to a support team that will update records within 24 hours in most cases. .

Media 108

Media Radio Television Engineering 108

Critical Mention

AUGUST 21, 2018

From Google to Facebook to Yelp, what people say about your company matters. According to a 2017 local customer review survey, 85% of customers trust online reviews as much as their friends’ recommendations. In today’s digital world, online reviews can make or break your business.

Customer Service 61

Customer Service Writing Financial Local 61

Sword and the Script

JANUARY 3, 2023

Crisis management: When an organization faces a crisis, PR practitioners may work to minimize the damage to the organization’s reputation by managing the flow of information and communicating with the public. The 10 Most Common Ways Comms Pros are Measuring PR. What are the top challenges in public relations?

Interviews 98

Interviews Publicity Technology Social Media 98

NewsWhip

JUNE 10, 2021

Differences between risk & crisis | Jump to text. Deploying crisis management teams | Jump to text. It comes down to every customer service interaction. Or has it moved from Twitter to Facebook, or from Twitter to someone’s blog, or whatever it might be? Talking Points. Defining risk | Jump to text.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Waxing UnLyrical

AUGUST 18, 2014

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. Does Too Much Technology Make Us Bored?

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

The Stalwart Blog

APRIL 26, 2020

Thanks to Steve Smith of Growth Source Coaching for having me on this Facebook live broadcast courtesy of the Lake Forest Chamber of Commerce. What do you do when you’re embroiled in a crisis that maybe wasn’t of your making? He is a crisis PR expert, a friend of mine for many years. His name is Dave Oates.

Crisis 78

Crisis Local Facebook Social Media 78

Stephen Waddington

DECEMBER 30, 2019

I appreciate your comments by email, Facebook and Twitter. If you work in issues and crisis it can be especially acute. The internet has fragmented into a series of closed networks operated by platforms including Facebook, Google, Instagram and Twitter. She always improves my work. That’s thanks to you. Happy New Year.

Government 103

Government Education Print Ethics 103

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. If good customer service is good marketing , then engineering a synthetically designed (and terrible) user experience in an effort to profit ought to be illegal.

Airlines 60

Airlines Travel Customer Service Crisis 60

Cision

DECEMBER 14, 2015

For any post that you put on Facebook, Twitter, Instagram, etc., In a crisis you may find yourself in a situation where rather than pushing information out to influencers, media and customers, instead they are attempting to pull information from you. Want more tips on how to deal with a crisis online?

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

Waxing UnLyrical

JANUARY 28, 2013

” (on the relationship between customer service and the community) ~ Jenne Pedde , 2U, Inc., “The biggest lesson I have learned is to always have a crisis plan in place.” Twitter Facebook Google+ LinkedIn 5 Community Management Tips on Community Manager Appreciation Day #CMAD. That’s ok.

Community 100

Community eBook Social Media Customer Service 100