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.

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.

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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. The employee at customer service nodded. Upon becoming aware of this situation, our store manager immediately reached out to our customer and apologized.

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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.

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

PR Daily

Blue Bell faces viral challenge meltdown. A viral video of a person opening a carton of Blue Bell ice cream, licking the top layer and putting it back in the store freezer has inspired others to do the same with ice cream and other products under the hashtag #icecreamchallenge.

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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.

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.

How Southwest Airlines creates meaningful, memorable content

PR Daily

He also shared the airline’s viral Operation #RescuetheDress story, which tracked Southwest’s efforts to deliver a bridesmaid’s dress to Costa Rica. The delightful customer service caper trended on Twitter and earned widespread media coverage.

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.

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.

Report: Consumers want to be entertained on social media

PR Daily

Going viral still seems the favored way to score a big social media success. Brand managers prioritize “likes” and comments, shares and retweets, and interaction with customers. However, social media has a lot more to offer than just viral moments.

Listen, Then Speak: 10 Quotes on Social Media Listening

Cision

ET, Neal Schaffer, Jay Baer, Jeff Bullas, Mark Schaefer and Scott Stratten will convene at the “ Practice Listening: From Competitors to Customers ” webinar. Customers are no longer whispering their complaints to their neighbors at dinner tables.

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. Related reading: J&J to pay $527M in opioid damages, Popeyes’ Twitter spat creates viral win, and KFC tests plant-based ‘chicken’.

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

Communications Conversations

I could see brands developing groups for loyal super-fans as a way to facilitate customer service and innovation. In this way, the Spredfast employee is simply a community member adding value on behalf of the brand.

Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

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. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

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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.

3 guidelines for using social media monitoring during a PR crisis

PR Daily

examples feature an automobile repair shop employee using Twitter to find a pot dealer and a daycare employee ridiculing toddlers via Instagram. Sure, a media monitoring service for capturing print and online placements, broadcast segments and general mentions is crucial.

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. Specific crisis identification and management modules can be incorporated into standing organizational training programs, but also through employee communications such as newsletters, blogs or videos.

Be Human: 4 Lessons From xPotomac 2015

Cision

If you want content to take off and go viral, think about emotional storytelling, not necessarily what everyone else is doing. Employees are the users of a company’s culture, and we must be sure they’re engaged before we can get them to say “I can’t imagine working anywhere else.”.

United Airlines: When Common Practices Goes Bad

Return on Reputation

This situation seemed to flip the script, where the bad behavior came from the employee , not the passenger. Any airline faces this risk, and is only as good as the judgement of a single employee in a single moment.

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. They let her know that they weren’t going to be bullied and that her treatment of not only Delta employees, but the airline’s other customers, was inappropriate.

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

B2B PR Sense

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. Focus on creating a viral headline.

Lake Forest Chamber of Commerce Livecast talking Crisis PR

The Stalwart Blog

Maybe it’s an employee claim against the supervisor, or maybe it’s an errant rogue, a Yelp review. Maybe it’s a poor customer service call that somebody threatened to go on their blog or talk about them on Instagram.

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.

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Cision

And communicators, especially now that they pulled more of social into their overall domain, I think they have this ability to say, “You know what, based on what we’re seeing in the market, how our influencers are getting engagement from certain types of customers, or consumers, we can actually give you some insight into what you might want to think about for those campaigns.” So, marketers work at doing things like customer Journey mapping, customer experience mapping.