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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.

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. It was the first way that brand managers connected with people through social media, and it remains a crucial function of these platforms today. RELATED: Want to get your employees involved and active online? Download our free guide: 6 steps to crafting an internal social media plan. ].

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Report: Consumers want to be entertained on social media

PR Daily

A new study from Sprout Social reveals that PR has a lot to offer online campaigns, including understanding the target audience, content generation, brand visibility and more. How invested is your organization in social media strategy? Most communicators interact on social media as part of their ongoing PR and marketing efforts, but a new study from Sprout Social suggests most organizations have room to grow. At the top of the list: poor customer service.

Listen, Then Speak: 10 Quotes on Social Media Listening

Cision

Ninety percent of brands have a presence on social media, but only 37 percent are listening closely to what their audiences are saying. You can easily steer your brand towards success by implementing social media listening. ET, Neal Schaffer, Jay Baer, Jeff Bullas, Mark Schaefer and Scott Stratten will convene at the “ Practice Listening: From Competitors to Customers ” webinar. Social media has sped up the way we communicate, including how we write.

DiGiorno takes advantage of viral Little Caesars video

PR Daily

DiGiorno’s social media team showed it was “hot ’n’ ready” to spar with Little Caesars over a viral video. Eater reported : The video quickly went viral, according to People , and was fueled by all-around best person on the internet Chrissy Teigen, who.

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Dillard’s apologizes after breastfeeding mom’s post goes viral

PR Daily

It’s usually a matter of an employee enforcing their personal preferences and not upholding the store’s policy. In a Facebook post—that garnered significant attention online—Chattanooga Dillard’s customer Whitney Hale describes her recent experience attempting to breastfeed inside of the store: I searched for a quiet secluded area to nurse my child. The employee at customer service nodded.

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How Southwest Airlines creates meaningful, memorable content

PR Daily

If you’re struggling to achieve meaningful social media liftoff, Southwest Airlines is a terrific source for storytelling fuel. Hubbard , spokesman for Southwest Airlines, shared timeless lessons and practical solutions for communicators eager to break through the noise at PR Daily’s Media Relations and Measurement Virtual Conference on Friday, May 15. The delightful customer service caper trended on Twitter and earned widespread media coverage.

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.

Instagram fights bullies, Blue Bell’s viral mess, and the top reason consumers unfollow brands

PR Daily

The Facebook-owned social media platform rolled out features designed to decrease cyberbullying. Being mocked on social media doesn’t make for a fun day at the office, but GT Dave, founder and chief executive of GT’s Living Foods, showed the power of facing ridicule and embracing humor. Read our exclusive story about how he turned social media critics into avid fans. Blue Bell faces viral challenge meltdown. What social media platform is No.

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

Media Bullseye

One of the side effects of social media’s rise is an understanding of how interconnected corporate behavior is to its public image. 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. These are the types of issues that we likely would never even have heard about prior to social networks.

Barbie’s bid to close the ‘dream gap,’ the perils of commenting on Hong Kong, and viral whisky ‘Tide pod’ gets jeers

PR Daily

Custom Culture???????????????????????????????????????????????????????… Why it matters: For most organizations, speaking out on political and social issues comes only after a risk assessment. 3 brands that use social media snark effectively (and deliciously). McDonald’s McRib is back, and the fast-food chain has turned to social media to beef pork up the sandwich’s buzz.

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South Dakota meth PSA goes viral, Chick-fil-A drops donors after LGBTQ protests, and 72% of consumers switch to competitors after bad service

PR Daily

The ad went viral as Twitter and other social media users ridiculed the slogan. The Northridge Group’s State of Customer Service Experience 2019 report revealed that 72% of consumers are likely to switch to a competitor after only one negative customer service experience. As Thanksgiving draws near, so do the number of organizations jumping onto the bandwagon and hoping to grab both online buzz and media coverage.

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

Cision

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. 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. In the age of social media, brands are quick to try to distance themselves from employees on social media.

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.”. The airline embraced this image, publishing a “ State of the Hate ” report in 2014, but reverse-psychology marketing campaigns won’t stop consumers complaining about a lack of service. Walmart: Employee relations affect public opinion.

Facebook’s pushing Groups, but how can brands really use them?

Communications Conversations

One big trend I see accelerating in the social media world in 2019 is the move to more “community” and less “let’s go viral” It’s something I talked about in my trends presentation I put together that I’ve given now to five different groups in the Twin Cities. I could see brands developing groups for loyal super-fans as a way to facilitate customer service and innovation. What do you think, social media friends

What American Airlines’ crisis response can teach brand managers

PR Daily

An employee comes into the frame and the male passenger says, “You do that to me and I'll knock you flat.” The employee repeats, “Hit me,” and the passenger says, “I'll knock you out.” The captain pulls the employee away. What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident.

Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

Within four days, amid a public and media reaction and a deepening crisis, CEO Mark Zuckerberg launched an apology tour with social posts, a more contrite and complete news statement, and TV interviews. When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines.

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What’s the crisis response if you’re off the grid?

PR Daily

One of your organization’s employees did something disgraceful, and it was captured on video. About the time your aircraft has reached 10,000 feet, the video has already had 20,000 hits on social media. The ubiquitous nature of smartphones and social media have transformed that dynamic. In the past, you could have focused your internal crisis management and media training on having a small a window of time to prep, and a select group of managers to train.

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. Conversing with organizations through an app was used more often by 32% of consumers, with telephone conversations, online customer service chats and social media platforms coming in close behind. Related reading: J&J to pay $527M in opioid damages, Popeyes’ Twitter spat creates viral win, and KFC tests plant-based ‘chicken’.

Be Human: 4 Lessons From xPotomac 2015

Cision

Between the launch of live video streaming apps Meerkat and Periscope in March and recent blow up around the Ashley Madison hack, 2015 has proven how fluid communication has become and how quickly the media can carry a message. Social media has certainly rendered the communication world a shade of murky gray, making the explosion of creating and distributing content seem untamable in this already loud world.

Businesses Should Fight Back Against Online Attacks

David PR Group

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce. Even thoug Mrs. Moldovan failed to review and understand her contract, she lashed out at Polito on social media.

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The Ultimate Checklist: 20 Points that Will Lead You to the Best B2B Content Marketing

B2B PR Sense

What social networks does your audience use? What content does your audience like and share on social media? Where do I need to create media (images, infographics, videos), and what kinds of media do I need? Use Customer FAQs. What are your customer’s questions? What questions do your customer service team field most frequently? Don’t hesitate to ask customers what type of content they want. Give Your Pieces a Viral Headline.

Lake Forest Chamber of Commerce Livecast talking Crisis PR

The Stalwart Blog

If this is your first time watching, we invite you to look out for the social media posts that we’re putting out every day announcing upcoming shows, topics, speakers, and that way, so you’ll kind of know what’s coming. There’s plenty of media out there talking about the disease and death statistics and all the other things. If you’ve been watching any of the local media, you know that PR crises can take place.

The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

In today’s volatile media and social environment, brand reputation is fragile. 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.

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Cision

Recently, Cision® CMO, Chris Lynch, sat down with Steve Barrett, editorial director of PRWeek for the inaugural podcast of the show Earned Media Rising. The podcast will be published each month and feature topics about issues in earned media communications today along with knowledgeable experts. Steve Barrett: Welcome to Earned Media Rising, a new podcast powered by Cision and brought to you by PRWeek. Chris welcome to the Earned Media Rising podcast.