Stephen Waddington

MAY 9, 2020

The best responses are rooted in listening, engaging and providing support to customers. The crisis has led to a massive shift to digital communications as organisations pile into email, social and web. Joe Wickes, The Body Coach , runs exercise sessions on YouTube each morning for his two million subscribers.

Brand 157

Brand Branding Travel Crisis 157

Sword and the Script

MAY 19, 2015

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. And yet it hasn’t.

Infographics 60

Infographics Customer Service Exercises Software 60

Melissa Agnes

JANUARY 5, 2015

If you aren’t yet monitoring social media and the web as a whole, then you aren’t ready for anything, never mind to implement the following three must-do strategies. Do your customer service representatives understand their responsibility when it comes to issue management ? Your next steps.

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

5W PR

JULY 15, 2020

Today, most media kits are pitched via online newsrooms, or a web page attached to a company’s main site that features all of the company’s most relevant news and public relations information. it can exercise some control over who chooses to write about and how they portray the brand.

How To 176

How To Media Guidelines Pitching 176

Cision

MAY 6, 2015

It probably seems like a gross exercise in hubris (or click-bait) to say that this post will give you the “perfect” PR metric. Marketing is responsible for X, Customer Service for Y, PR for Z. One way to measure this would be for the customer service reps to ask customers how they heard about the company.

Engineering 120

Engineering How To Measurement Analytics 120

Stephen Waddington

FEBRUARY 12, 2019

The social web is often described as the largest market research exercise that no one ever commissioned. There are exceptions where an organisation provides public service information as in the case of emergency services or local councils or uses the internet for customer service.

Publicity 79

Publicity Community Pinterest Reputation 79

Stephen Waddington

NOVEMBER 19, 2017

Twitter is the largest ever market research exercise that no one ever commissioned. There’s a growing recognition of the opportunity to use the social web as a means of engaging directly with a variety of stakeholders including customers, employees, prospects and suppliers. Selective hearing helps no one. With more than 1.3

Publicity 164

Publicity Ethics Data Community 164