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.

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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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.

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? Download our free guide: 6 steps to crafting an internal social media plan. ].

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?

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

It can be easy for a corporate PR team to neglect a critical aspect of business communications — internal PR. 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.

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.

More on PR2020: social media activism, internal comms resurgence, storytelling and professionalism

Stephen Waddington

There were some clear misses in my original essay: social media activism, internal communications, storytelling and professionalism in PR. Any gap between a product or service and the public’s expectation will become a conversation on social media.

Stop with the hocus pocus – employee communications is for muggles

PR Conversations

A European internal communications veteran explains: In order to help organisations use communications to get results , practitioners should call on simple skills and experience —not a book of runes, silver bullets or magic fairy dust. How do internal communications specialists do this?

FIR #49 – Crisis and Internal Comms; Paying for Winning

Media Bullseye

Paul’s school in New Hampshire, and a variety of internal communications challenges, including UK companies post-Brexit, front-line employees with improvement ideas that are never addressed, and communicating CEO pay ratios. Internal communications.

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.

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. ].

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.

Would you Run Your Internal Data Through this Media Monitoring AI? PR Tech Sum: Talkwalker, TVEyes, Meltwater, SocialChorus, Cision, Signal AI and Burrelles

Sword and the Script

This month was no exception, and perhaps because many of the launches were timed with annual PRSA International Conference which wrapped up recently. Talkwalker has introduced a new feature it’s calling Customer Data +. 2) TVEyes launches podcast monitoring service.

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.

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Future of PR and social media for International Air Transport Association crisis communications conference

Stuart Bruce

The motion was “You don’t need compliance rules when your employees have social media.” Employees, customers, suppliers, shareholders, regulators on social media will see through your shield and expose you. Doing right by your employees.

Why and how to use handwritten notes in business

PR Daily

RELATED: Share your award-worthy employee comms work. ]. When you’re trying to create a personal connection with a customer, influencer, business partner or employee, a handwritten note makes a world of difference. Internal Communications The Workplace Writing & Editing

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Target, others to close for Easter Sunday, Home Depot stops selling N95 masks, and AdCouncil’s #AloneTogether PSAs

PR Daily

Good morning, communicators: The Ad Council developed several public service announcements in partnership with the Centers for Disease Control and Prevention, U.S. Read about our plans to limit customers in stores and continue to reinforce social and physical distancing.

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.

Putting the public in public relations: PR is everyone’s job

Media Bullseye

Almost any consumer-facing company has had an unhappy customer or two (or more), but the difference between pre-social media and post-social media is the amount of attention any one interaction can have. The link between front-line employees and PR is customer service.

The 20 Responsibilities of PR and What They Entail

Onclusive

The flipside of earned media is owned media: publishing content on brand-owned channels such as a customer-facing blog, Medium publication, and the like. Internal Communications. the eyes of customers or journalists. Most of us see what our jobs entail at the point of hire.

5 lessons from America's most hated companies

PR Daily

The site reviewed customer service metrics along with employee satisfaction, company policies and price performance to determine who earned the dubious distinction of “most hated companies in America.”. Walmart: Employee relations affect public opinion.

Forever 21 files for bankruptcy, McDonald’s tests meatless option, and email’s the go-to for ‘conversational marketing’

PR Daily

We look forward to continuing to provide you with the great service and curated assortment of merchandise that you expect from us. Brand managers walk a fine line on International Women’s Day.

How to Lead the Rebrand of a Global Company

Cision

As both a company and a leader, you’re always in motion, keeping your finger on the pulse of what customers want, as well as navigating political changes, multiple technologies and diverse cultures. What may be even more important is paying attention to your customers.

Brands, Bad PR And Ad Boycotts: Who Wins?

ImPRessions - Crenshaw Communications

In an internal company email CEO Bob Gamgort explained that the company didn’t intend to appear to “take sides” in the emotionally charged dispute and apologized to employees for their distress.

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Man poses as Target on Facebook, trolls complaining consumers

PR Daily

In a move that will make you say, “I’m surprised this doesn’t happen more often,” a man posed as a Target customer service rep on Facebook and gave hilarious fake responses to real outraged customers.

Google lifts COVID-19 ad ban, Cannes Lions 2020 canceled, and Boeing asks for voluntary layoffs

PR Daily

VIRTUAL EVENT: Keep employees informed, engaged and inspired ]. Boeing is bracing itself for job cuts and announced a plan for voluntary layoffs, which will enable eligible employees to receive a salary and benefits package. Internal communications.

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Charter axes Time Warner Cable brand

PR Daily

It’s a perennial loser when it comes to customer-service scores, and it’s among the most maligned on social media. called this “a PR move, meant to counter the fact that Time Warner Cable customers don't have a very bright view of Time Warner Cable.”.

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5 ways Zappos fosters a culture of storytelling

PR Daily

Jon Wolske, Zappos’ culture evangelist, says more than 1,800 visitors tour the company’s office each month to learn about the unique culture that makes Zappos a company that communicators and other business pros turn to for company culture and employee relations advice.

What’s the One Thing?

Cision

When employees at one of the companies went on strike over the summer, customers and vendors joined them. The employees wanted him back and weren’t going to work until he was. Customers and employees whistled on their way back to the store aisles and work.

How show-and-tell helps people develop communication competencies

PR Daily

They’re the core skills, knowledge and behaviors that employees need to succeed. They’re often described in broad terms such as “integrity” or “decision making” because they apply to employees at all levels and in all roles. Walk in your employees’ shoes.

7 Aretha Franklin quotations to inspire PR pros

PR Daily

Employees often are the largest sources of interesting stories about your brand. Consumers on social media offer a plethora of feedback, including what they love (and despise) about your products and services.

Everything You Need to Know About Word-of Mouth Marketing

Cision

10 Tips to Activate Employees on Social Media. To tap into this market, brands need to empower internal supporters and stakeholders to join the conversation on social media. 6 Customer Service Insights From Peter Shankman.

5 social media hurdles PR pros can overcome

PR Daily

Lack of customer service. One possible reason for that is the lack of digital customer service many brands have for socially connected consumers. RELATED: Learn how to create an engaged and collaborative workforce at our employee communications summit. ].

5 terrific tips for winning industry awards

PR Daily

Whether you’re entering a customer case study, product or individual award, the judges are looking for quantifiable success. When submitting for a customer service award, provide numbers reflecting customer reviews and testimonials.

15 Social Media Trends to Follow in 2019

Critical Mention

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. Employee advocacy.

7 Signs Your Company Is Ready To Step Up Its PR

ImPRessions - Crenshaw Communications

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. At a certain point, most small businesses outgrow their first forays into public relations.

Lowe’s nebulous layoffs, Pinterest’s earnings soar, and UK House of Commons’ banned words

PR Daily

Though customer satisfaction matters, how we measure public sentiment and its effect on sales seems to be inherently flawed. McDonald’s frequently ranks near the bottom for customer satisfaction surveys but tops the list in sales figures.

The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

Or a crisis can strike closer to home; it can be a rogue employee action or supplier lapse in a single region that affects an entire brand, like the Chipotle E. In some cases it’s a creeping cultural problem that turns malignant over time, like the pressure that drove Wells Fargo employees to open a few million fake accounts to earn commissions without the knowledge of their customers. The Viral Customer Complaint.