Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t.

Infographics 60

Infographics Customer Service Exercises Software 60

Newsfile

JANUARY 30, 2024

Examples of AI Prompts for PR Research Rank the top five best practices for crisis communication in the context of a healthcare industry scandal? Crisis Management Effectiveness : Impact of PR efforts in crises. Offer exceptional and empathetic customer service. Share customer stories and testimonials to build trust.

Trends 105

Trends YouTube Video Social Media 105

Rock the Status Quo

MARCH 30, 2015

” “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 be used for customer service, sure, but how about journalism?

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

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. If we can create our crisis communications blog in minutes then they can equally create their attack blog.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

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. Add URL links to your posts to direct customers to your site or landing page. Doing so helps increase web traffic and form completions. Share Tweet Share.

Social Media 105

Social Media Media Customer Service Radio 105

Cision

JULY 27, 2017

Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Research and development can use the data to tweak new and existing products to better serve customers. Customer service can inform you as to what issues are coming up again and again.

Brand 231

Brand Branding Employee Data 231

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.

Analytics 96

Analytics Software Technology Data 96

Waxing UnLyrical

AUGUST 18, 2014

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. Image: aussiegall via Flickr, CC 2.0.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

Cision

OCTOBER 15, 2015

While haters may be pointing out a bad experience to all who listen, this shows they care enough to want to help your brand improve before a situation blows into a full blown crisis. Encourage employees to talk about what they do to highlight your brand’s quality customer service, culture or additional benefits. Jeff Bullas.

Social Media 120

Social Media Media Employee Reputation 120

PRSay

JUNE 26, 2016

Of course, using social media data along with web analytics, customer service, and sales and marketing data helps to paint a much clearer picture of your customers and how they feel about your business. Deirdre Breakenridge is CEO of Pure Performance Communications.

Social Media 113

Social Media Media Infographics Community 113

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

If PR is all about content, it stands to reason that PR and SEO must work together, and that PR professionals should have more than a passing familiarity with SEO and web analytics. They must offer ideas and inspiration, not just great products and services. PR and SEO are joined.

Trends 124

Trends SEO Leadership Print 124

Stephen Waddington

JULY 10, 2017

Patagonia seeks to use business to inspire and implement solutions to the environmental crisis. Every aspect of an organisation is becoming social, from customer service to marketing; and from product development to sales. Lego’s purpose is to inspire and develop children to think creatively and release their potential.

Telecommunications 112

Telecommunications Handbook Transportation Community 112

Sword and the Script

FEBRUARY 5, 2019

For example, bring your PR and customer service teams into the advertising planning process. Part of the reason people lose their minds about customer service on social media is pure frustration. This particular example is a classic illustration of how the web has changed marketing.

Advertising 60

Advertising Advertising Social Media Twitter 60

Waxing UnLyrical

AUGUST 18, 2014

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. Image: aussiegall via Flickr, CC 2.0.

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

Stephen Waddington

DECEMBER 30, 2019

If you work in issues and crisis it can be especially acute. Tackling fake news and disinformation: an ethical issue that strikes at the heart of practice The great hope of the web was that it would democratise the publication and sharing of information. The web has overhauled organisational communication and marketing.

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

Sword and the Script

JULY 2, 2019

The company rolled out three new chat channels to provided 24/7 support to customers. Customers can reach support through a chat channel on its website, within the Meltwater web application, or through the mobile app. Now I’m a customer, I used the same channel for support, which has made it all fairly seamless for me.

Trends 60

Trends Media Report Technology 60

Beyond PR

JULY 28, 2017

Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Research and development can use the data to tweak new and existing products to better serve customers. Customer service can inform you as to what issues are coming up again and again.

Employee 80

Employee Journalism Data Technology 80

Sword and the Script

JANUARY 12, 2016

The tip of the scale appears to come at the expense of marketing (28%) and customers service (9%) both of which lost votes when compared to a similar survey conducted in 2013. Citing the democratizing effect of social media on the web, a mantra that “ everyone owns social media ” emerged a few years ago.

Survey 60

Survey Corporate Social Media Media 60

Prohibition

AUGUST 4, 2021

If you are currently running your own business, not having an online presence will only hurt when it comes to getting new customers. The Internet is full of information about just about anything and everyone, so it’s no surprise that people turn to the web when planning to purchase something.

Reputation 62

Reputation Company Engineering Banking 62

PR 20/20

AUGUST 22, 2017

Some of us willingly share more with strangers on the web than we would at the holiday dinner table. Once again, executive level–who might not be as accustomed to responding to criticism as, say, customer service–are likely to be thrown by negativity. Brainstorm contingency and crisis management plans.

Marketing 87

Marketing Resources Technology Internal 87

Stephen Waddington

NOVEMBER 19, 2017

There’s a growing recognition of the opportunity to use the social web as a means of engaging directly with a variety of stakeholders including customers, employees, prospects and suppliers. Bots have been developed to help with customer service, support and sales. Have you considered this as part of your crisis planning?

Publicity 164

Publicity Ethics Data Community 164

Waxing UnLyrical

NOVEMBER 22, 2010

Maddie : Lindy and I have talked to thousands of association executives who have voiced their frustrations about the social web. I was being tongue-in-cheek, of course, and they had some good answers (about how agencies can help you scale, and can help you in times when crisis communications are necessary). Here’s a Q&A.

Community 82

Community Publicity Web Social Media 82

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. Our crisis communications plan consist of pre-event, event, and post-event reporting guidelines and information.

Social Media 61

Social Media Media Crisis Energy 61

PR Fuel

OCTOBER 16, 2018

Consider what happened to the team over at BP during the Gulf Oil Spill crisis. How much do we forget this when a crisis happens to our company or business? I looked high and low on the company’s web site and could only locate the company’s main office number. Just excuses and misdirection. Corporate Contact Information.

Web 40

Web Pitching Local Report 40

Sword and the Script

DECEMBER 20, 2022

Online communities deepen connections and build relationships with customers and prospects that impact product development, customer service, and marketing strategies.”. ~ Grace Platon , Communications Strategist, Communicate Grace, LLC. ” ~ Molly McPherson , APR, Public Relations and Crisis Manager, Molly + Co.

Marketing 187

Marketing Content Marketing Data Social Media 187