Customer Service Is The “New” PR

ImPRessions - Crenshaw Communications

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. Good PR and great customer service have never been more intertwined. A business can spend millions on brand reputation and community service.

5 Social Customer Service Best Practices

Cision

Twitter introduced a feature that allows customers to send you direct messages directly from your site. Late last year, Facebook improved pages’ customer service tools and integrated customer service bots into its Messenger app. Social customer service (sometimes referred to as “social care”) is often a customer expectation that we struggle to meet. You should have resources to support your customer service.

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Friday Roundup: Customer Service

Waxing UnLyrical

Today’s roundup focuses on one of the most important aspects of any business, customer service. Here are five posts looking at the importance of customer service (including its importance in public relations). Why: Adam Toporek explains why a great product alone can’t make up for below average customer service. Why: A wonderful WUL guest post by Kirk Hazlett that reminds us that nurturing customer relations is a year round job.

PR Service or Customer Service? Why Always Saying “Yes” Damages Client Relationships

Shift Communications

PR service isn’t customer service. Behind a counter, it’s good for business to go along with all of your customer’s wishes. What looks like over servicing can sometimes be inefficiency. Performance issues are easy to avoid when there is high internal visibility on employee output vs. hours worked. Client relations are not customer service. A customer is always right, but a client is an equal who sometimes needs your guidance.

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. The study, entitled " Consumer Behavior and Customer Service Report ,” reports phone as the most popular way to get in touch with a company that has wronged you, with 33.5 percent saying it’s their preferred customer-service conduit.

Comcast triples social media customer service team

PR Daily

Comcast has become synonymous with terrible customer service, but now the cable and Internet giant is trying to change that—by throwing more people at the problem. These 40 “social care specialists” will solely handle customer complaints on social media, according to reports. This will triple the current size of its social media customer service team. It was a teachable moment for employees and it was a teachable moment for all of us,” Roberts said at the time.

Good Customer Service Starts at Your Front Door

Waxing UnLyrical

It’s a young employee, whose duties entail greeting customers and facilitating their ultimate seating, taking the initiative to reach out to an as-yet-unconfirmed customer and make him feel welcome. The service is impeccably smooth; the food is great. Now the purists among us are muttering under their breath that “customer service is so much more than just making someone feel good.”. Good Customer Service Starts at Your Front Door.

The Snowball Effect: How Your Company Culture Affects Your Customer Service and Informs Your Communications Strategy

Barokas

Company culture rests on the values every employee brings with them to the office each day. It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies. When your company’s culture, customer service and communications strategy are all aligned – it can help your business maintain a healthy reputation and even lead to brand loyalty. Your employees are your biggest advocates.

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. Interacting on social media is important because it lets customers know you care—and they also expect it. That’s how long it takes for brand managers to respond, but the study revealed that customers’ expected wait times are drastically lower: Email: 6 hours. How can you beat the expected wait time and exceed your customers’ expectations through social media?

Was Away On A Mission Impossible?

ImPRessions - Crenshaw Communications

It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. These days, customer relations is public relations, especially for high-growth DTC brands. Employees say it is frequently used to sabotage others.

One Very Important Element that Most Customer Service Programs Lack Today

Melissa Agnes

Customer service programs and trainings are important. However, one area of the customer service training that often gets overlooked is issues management. In today’s digital and fast-paced world, it’s your customer service, your frontline, that will often be in a position to, not just detect a rising issue, but put out the flames – if you educate and train them to do so. Issues management is an important part of customer service.

Unpacking The Away PR Disaster

ImPRessions - Crenshaw Communications

It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. These days, customer relations is public relations, especially for high-growth DTC brands. Employees say it is frequently used to sabotage others.

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. RELATED: Want to get your employees involved and active online? Customer service is a “feast or famine” function. New research reinforces how important customer service is on social platforms, and how far some brands still have to go to achieve greatness. Customer-service missteps can be avoided, and best practices boosted.

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. The results of a recent Twitter survey found that when brands personalize their interactions—meaning the brand included the customer’s name and the customer service rep’s signature—77 percent of customers were likely to recommend the brand.

Ford to cut 1,000 jobs, Verizon to hire nearly 1,000 WFH employees, and Twitter rolls out ‘Quote Tweet’ feature

PR Daily

Ford to cut 1,000 jobs as Verizon hires nearly 1,000 employees. As Ford is seeking to cut its overhead further, Verizon Wireless announced that it’s hiring 950 customer service positions that are permanent work-from-home jobs.

B2B Customers Want Thought Leadership

Sword and the Script

Thought leadership is usually associated with top-of-the-funnel as far as marketing outcomes are concerned, but there’s evidence to suggest it meets the needs of existing customers. Yet for many companies, content programs intended to help existing customers is an afterthought. Studies have shown that somewhere around one-fifth of companies identify related metrics such as customer retention as a content marketing objective. Good Customer Service is Good Marketing.

Boyd Gaming lays off 2,500 employees, Apple asks retail employees to WFH, and earned media drives 88% of consumers to websites

PR Daily

All three tweets showcase different (and simple) ways you can take advantage of a national “holiday” to spread awareness, promote your products and services or capture attention and engagement. Here are today’s top stories: Boyd Gaming lays off 2,500 employees. The company, which owns and operates 10 casinos in Las Vegas, announced job cuts affecting at least 25% of its workforce—or roughly 2,500 employees. Apple persuades retail employees to WFH.

Customer Care | The Ultimate PR Strategy

Reputation Us

This may put some PR professionals on alert but — if companies put customer care genuinely, squarely at the center of their business model, there’d be less need for traditional PR. Word-of-mouth is the cornerstone of PR and, frankly, how better to get positive word-of-mouth referrals than truly taking care of your customers? Speaking of tires… Nordstrom is known for its customer care. Nordstrom is focused on building brand loyalists and long-term customers.

Hasbro and Scrabble association ban slurs, United Airlines might lay off up to 36,000 employees, and 51% of PR pros are burned out

PR Daily

As many organizations’ workforces continue to collaborate remotely, employees’ behaviors are shifting, with analysts predicting that more work-from-home arrangements will remain after the pandemic. The airline told employees that it could temporarily lay off up to 36,000 employees on Oct.

Uber lays off 3,700 employees, Frontier Airlines’ social distancing fee provokes anger, and Kraft Heinz Canada offers ketchup puzzles

PR Daily

Here are today’s top stories: Uber lays off 3,700 employees. Uber’s chief executive, Dara Khosrowshahi, wrote in a memo to employees: This is not in any way a reflection of these employees’ efforts or contributions to getting us to where we are, as a service that everyone associates with movement and earnings opportunities. Dara’s note to employees: pic.twitter.com/6kxpstqhCc. Your employees understand the reality and gravity of COVID-19.

Improved Social PR via the Employee Advocacy Route

Waxing UnLyrical

Employee advocacy can help you make that possible. All that’s necessary to run an effective PR campaign via employee advocacy is strategic PR content, a comprehensive employee advocacy guide , and a reliable employee advocacy platform. On average, each employee connects with at least 300 people through social media (Facebook, LinkedIn, Twitter and other platforms included). What does “employee advocacy” mean anyway?

Does Too Much Technology Make Us Bored?

Waxing UnLyrical

And in doing so, I experienced two very different attitudes to customer service, and technology, all in the same day. Perhaps my questions were basic or, in her opinion, stupid; but I was the (potential) customer , I should have been able to ask any questions I wanted without being made to feel that way. And it was an attitude I saw in many of the employees I encountered that day; most of them projected an air of enviable ennui.

Where employee relations, media relations and crises intersect

PR Daily

A few years ago, its customers were fed up. Though only about 16 percent of stores had reached the company’s customer service goals before the raises, that number rose to 75 percent and sales were up. The employee undercurrent. Even if they’re not out there tweeting and posting on Facebook, their feelings about your brand are transmitted in subtle ways that customers can sense. Employees can be a key component to rebuilding consumer trust.

Public Relations is Everyone’s Business

Waxing UnLyrical

These are all great employees of the Ritz-Carlton in New Orleans, but perhaps the one who touched me the most was a Most Delightful Old Gentleman – perhaps on the Bell Desk? Employees may have specific job functions to perform, but how they perform those functions add value to – or detract from – your brand. But it is highly likely that you interacted with salespeople , customer service, in flight crew, train conductors, wait staff… the list goes on.

United changes course on employee ‘lottery’ after backlash

PR Daily

Fierce criticism caused United Airlines to put the brakes on a lottery system meant to replace its current employee bonus program. On March 2, United president Scott Kirby sent an email to employees announcing he was swapping quarterly bonuses for a lottery-based program called “core4 Score Rewards.”. The core4 program Kirby referenced is designed to make employees at United a more caring lot as they carry out their daily duties at the airline.

Who Should Care About Public Relations? Everyone

Waxing UnLyrical

These are all great employees of the Ritz-Carlton in New Orleans, but perhaps the one who touched me the most was a Most Delightful Old Gentleman – perhaps on the Bell Desk? Employees may have specific job functions to perform, but how they perform those functions add value to – or detract from – your brand. But it is highly likely that you interacted with salespeople , customer service, in flight crew, train conductors, wait staff… the list goes on.

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 I believe there will be an acceleration towards humanizing brands, putting individuals in front of a corporate identity, in an effort to emotionally connect with customers.”. – BJ Schaknowski | Vertafore. 5) Alignment of marketing and customer success. “A

Boners BBQ: A Study In How To Hate Your Customer

Waxing UnLyrical

Hooters, every single professional sports team that employees cheerleaders, you name it. When your entire “atmosphere” is based on hating people, you’ll never win over enough customers to keep yourself profitable. If no one is coming to eat at your restaurant, or seeking out your services, you are going to fail. Boners BBQ: A Study In How To Hate Your Customer.

Study 56

The Magic That is Apple

Waxing UnLyrical

Sam Title even got on a Skype IM chat with me to help me customize my MacBook Pro, since I was, at the time, completely clueless about all things Apple (not that I’m much better now, but certainly a little better). When customer service is less than great. Now, I’ve never heard great things about Apple’s customer service. Business Shonali Burke Social Media #machead apple customer service ipad sam title

To Happy Hour or Not to Happy Hour: That is the Question

Waxing UnLyrical

If you know a person outside of the confines of the office, you’re much more likely to understand why a manager is making that decision, or why an employee is challenging you on a specific issue. Matt LaCasse believes that finding the methods and channels customers and audiences use, and engaging with them in their comfort zone, is the key to effectively communicating with those groups on behalf of clients. Twitter rabbit holes can easily claim 20 minutes of my day.

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

In certain cases, high-profile companies take it for granted that employees are corporate cheerleaders, or they may leave the responsibility for employee engagement to HR. Yet employee communications is correlated with business success. Employees have great ideas.

Stop with the hocus pocus – employee communications is for muggles

PR Conversations

I’ve sat through convention and forum talks where various oracles pronounced that: employees just want to be loved. Just look at the many different ways Elisabeth Kubler-Ross’s work on death and dying , and her change curve turns up in jolly presentations about employee motivation. I didn’t stick around for the inevitable sessions on “Crystal healing and better customer service” or “Revolutionise your internal communications with telephones.”

Infographic: The Perennial Customer Revolution

Sword and the Script

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. Quick name five businesses you can think of with exceptional customer service. Voice of Customer. 82% of customers try to resolve the problem with the brand.

Yelp employee’s angry open letter to CEO starts online firestorm

PR Daily

An open letter published by a disgruntled employee has sparked an online debate over employee expectations and tech companies’ practices. On Saturday, a former Yelp/Eat24 employee who goes by the pen name “Talia Jane” published a letter to the company’s chief executive, Jeremy Stoppelman, via Medium. The letter soon went viral because of Jane’s depiction of Eat24’s customer service employees’ inability to make ends meet given San Francisco’s high cost of living.

Employees – Hiring, Training, Leading – is this Boring Or…?

PR Fuel

Below are some thoughts on employees, and the “boring” work of creating a business that succeeds with both engaged customers and employees – enjoy! Hiring the Right Customer Service Agents to Represent Your Brand. Your customer service agents are your front line employees. Simply put, the customer service agents you hire are of the highest importance. Customer service makes or breaks companies every day.

How to build trust and connection with your consumer audience

PR Daily

The Wisconsin-based sandwich company Cousins Subs relied on digital channels and customer service to show consumers a dedication to the community during COVID-19. Even if you can’t fulfill your traditional role in your community, there are other ways to fill consumers’ needs, to provide excellent customer service and to distinguish yourself in a crowded marketplace. Therefore, we did not have to scramble to add these services or deal with massive backlogs.

7 steps to bolster sagging morale

PR Daily

Try these approaches to revitalize your employees and get your organization back on the right track. Low morale can permeate your culture, hindering collaboration and hurting customer service. Don’t blame the hiring process nor any individual employee for sagging morale; the buck stops with company leaders. RELATED: Create a culture that inspires fearless employee innovation every day. ]. Employees need to feel appreciated and valued.

5 tips for continually developing your workplace culture

PR Daily

RELATED: Join us at Facebook for our Internal Communications and Employee Engagement Summit. ]. Happier employees—those who connect and align with a company’s culture and mission—are more likely to deliver better customer service , creating a domino effect that promotes favorable word-of-mouth and client referrals. Start the employee journey off right. Today’s top employees want to know they’re contributing from day one.

Offer a clear vision to help staffers become brand advocates

PR Daily

Authenticity is crucial these days, and employee endorsements—of your workplace culture, as well as your products or services—are essential to your success. To be effective brand ambassadors, your employees must understand your organization’s social media objectives. Roughly 70% of social media marketers use or plan to use employees as brand advocates, as many budgets shift away from traditional brand marketing to influencer marketing, according to Sprout Social research.

Will your culture scale as you grow? Ask these 9 key questions

PR Daily

Every thriving business is likely to expand—a bigger office, new locations, even online goods and services. Whether you’re entering global markets, diversifying your operations, extending into new categories or trying to reach potential customers with innovative products and services, you’re bound to need more people on board—sometimes, entirely new offices. Are you a talent magnet for candidates and employees, with persuasive answers to the big questions: “Why do we exist?