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. Recently.

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.

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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). How Stories Improve Sales and Customer Experience.

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. Client relations are not customer service.

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.

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.

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3 social customer service lessons from Olive Garden

PR Daily

An agency created promotions and campaigns for Olive Garden''s social media, and its job was to push messages—not help customers. RELATED: Attend our Disney summit to discover how to engage customers, employees and the media online. ].

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.

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. Sort your contacts by customers, fellow employees, vendors or other categories.

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. Issues management is an important part of customer service.

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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.

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. RELATED: Want to get your employees involved and active online?

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

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.

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. Speaking of tires… Nordstrom is known for its customer care.

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. Guest Post by Jessica Davis.

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. No brand is immune to crisis.

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. 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.

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? Public Relations Shonali Burke building relationships customer service ritz-carlton new orleans

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? Business Public Relations Shonali Burke business ambassadors customer service guest relations

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. 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.

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.

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. Boners BBQ: A Study In How To Hate Your Customer.

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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.

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.

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. Twitter rabbit holes can easily claim 20 minutes of my day.

Why Employee Opinions Are Their Own…& a Reflection Of Your Brand

Cision

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees.

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. the tech industry can't afford to NOT pay living wages to their frontline workers who are responsible for keeping their customers happy.

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. Look to Your Employees.

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.

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. RELATED: Create a culture that inspires fearless employee innovation every day. ].

5 tips for continually developing your workplace culture

PR Daily

RELATED: Join us at Facebook for our Internal Communications and Employee Engagement Summit. ]. Start the employee journey off right. Today’s top employees want to know they’re contributing from day one. Employee Engagement Internal Communications The Workplace workplace cultur

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.

Brand 90

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. You’ll find the right culture creates a significant competitive advantage: improved talent attraction and retention, outstanding customer service, and happier, more productive people.

Retail 121

Businesses close for global climate protests, Facebook’s new ad formats, and major brand communicators offer storytelling lessons

PR Daily

Good morning PR pros: Employees are making headlines around the world as young people are walking off the job to protest climate change. Other major companies are promising change, but employees say the changes don’t go far enough. Study: Employees want more employer-offered retraining.

How a great company culture can bolster your public image

PR Daily

According to Harvard Business Review , culture is what drives employee decisions when management isn’t around. These decisions reflect on your organization and can either attract more employees, more customers and more business, or push them away.

How to create a culture abuzz with internal fans and advocates

PR Daily

Engaged employees have a vested interest in your organization’s success. A positive employee attitude can engage your customers as well. That’s crucial to reckon with, because as many as 68 percent of customers abandon a brand as a direct response to poor employee attitude.

Comcast apologizes for name-calling on customer's bill

PR Daily

Comcast made right with the customer, offering a detailed apology/response and a refund of the customer’s two years’ worth of payments. Comcast has the worst customer service scores in the country, and it’s clear why.

Report: The best (and worst) brand reputations

PR Daily

Your reputation as a company can be the difference between Fortune 500 and, “We’re laying off 500 more employees.”. Poor leadership and company vision, involvement with controversial groups or issues and problems with customer service were all reasons these brands had bad reputations.