Communications Conversations

JUNE 11, 2019

I posted about my experience on Facebook, lamenting how broken our health care system is. To my surprise my friends came back with a host of other industries where this lack of customer service and experience matters–home construction, cable TV companies, credit card companies and hair salons (that one surprised me).

Banking 92

Banking Customer Service Construction Local 92

Bianchi Biz Blog

FEBRUARY 2, 2023

Another potential use of ChatGPT in the automotive industry is in the creation of social media content. The model can be used to generate tweets, Facebook posts, and other types of social media content that can be used to promote products, events, and other aspects of the company.

Automotive 80

Automotive Training Customer Service Data 80

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising.

Reputation 137

Reputation Brand Branding Customer Service 137

Newsfile

JANUARY 30, 2024

Understanding what to prioritize can be daunting and 2024’s top 5 PR trends sift through the constant advancements and shifts in the industry. Stay informed and ahead in the industry by embracing these essential trends. Writing copy for social media is the most popular use for AI, according to 64% of PR pros.

Trends 105

Trends YouTube Video Social Media 105

David PR Group

MARCH 16, 2020

The big victims so far are the cruise lines and many areas of the hospitality industry, but even ancillary industries are at risk. then you need to actively let your customers and prospects know this. Aside from its medical consequences, COVID-19 has the potential to hurt or even destroy your brand. And found nothing.

Communications 105

Communications Brand Branding Policies 105

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

But blockchain is seen as “having the potential to reshape the global financial system and possibly other industries,” according to Bloomberg. 2017 also brought a reckoning of sorts for Facebook. In fact, the more lasting impact will be felt in the form of greater customer-service consciousness across the major industry players.

Airlines 180

Airlines Reputation Journalism Crisis 180

Communications Conversations

SEPTEMBER 3, 2019

Facebook is pushing Groups now, as exhibited by the promotional videos like this. And, we know, anecdotally, that more people are tiring of the Facebook feed each day. In my research for one client last year, I came across the Dental Hacks Facebook Group. Let’s use Spredfast as an example and keep things in our industry.

Groups 68

Groups Brand Branding Facebook 68

PRSay

DECEMBER 27, 2022

We’ve all seen users tweet about poor customer service, but via Twitter brands can offer to resolve those issues faster than any other method. Today, it’s hard to find a journalist who’s not simultaneously drafting a story, recording clips for the audio version and shooting video or photos for Facebook.

Trends 124

Trends Pitching Twitter Nonprofit 124

Cision

OCTOBER 24, 2015

Customer service departments have had to shift their strategies, while HR departments have started to turn employees into brand advocates. Are they getting twice as many Likes from their Facebook posts? Are they using ads to promote their posts on Facebook? Social media has become a centerpiece for brands’ reputations.

Social Media 120

Social Media Real Estate Media How To 120

Critical Mention

MARCH 15, 2019

Make your Facebook page mobile-friendly. While automatic mobile formatting works well on platforms like Instagram or Twitter, on Facebook it may leave you with poor user experience, including poorly cropped images and hidden copy. Alexa Lemzy is the blog editor and customer service maven at TextMagic. Until next time!

Mobile 109

Mobile Social Media Marketing Media 109

ImPRessions - Crenshaw Communications

JUNE 7, 2018

This means that a customer service or PR team must recognize the difference between an anonymous troll with a miniscule following and a legitimate customer or influencer. Any significant social response may serve to elevate or dignify a nutty claim, while silence preserves the brand’s standing by rising above trolls and cranks.

SEO 227

SEO Privacy Crisis Crisis Management 227

ImPRessions - Crenshaw Communications

SEPTEMBER 5, 2019

Entrepreneur and presidential contender Andrew Yang has used his 15 minutes to warn us of the hollowing-out of key industries like retail, customer service, and trucking as a result of AI. Turning customers into fans. I’m not talking about a social media upvote or a Facebook “like.”

Marketing 173

Marketing Storytelling Creativity Privacy 173

Flack's Revenge

DECEMBER 7, 2020

The phrase by itself won’t do much for you – it has become a cliche’, one of those industry tropes right up there with killer app , origin story and the more recent unicorn. They can build a better interface or “wrapper” and brand on processes and customer service. Ah, were it so easy. Not necessarily.

How To 194

How To Wikipedia Engineering Web 194

Critical Mention

NOVEMBER 5, 2019

Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. For example, Twitter allows its users to create and share polls so you start gaining insight by tweeting out a poll with content related to your industry.

Social Media 105

Social Media Media Customer Service Radio 105

ImPRessions - Crenshaw Communications

OCTOBER 8, 2018

Influencers like industry analysts, authors, and even journalists typically have powerful followings on key social platforms like LinkedIn, Medium, and Twitter. It pays to engage them over the long term, and where it makes sense, form business relationships for customer education. Educate future customers.

B2B 170

B2B Social Media Media Education 170

Prohibition

JANUARY 17, 2022

A crisis communication plan can help you; during crisis mode and after a crisis, assist you in maintaining your excellent reputation with customers, competitors, and industry leaders. Rather than directly contacting customer support representatives, customers frequently vent their frustrations on social media.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Cision

MAY 6, 2015

A top 10 social media power influencer according to Forbes, Mari is considered one of the world’s foremost Facebook marketing and social media experts. Mari consults with businesses of all sizes around the world to help accelerate their profits through the use of Facebook and social media marketing. How do they help you innovate?

Real Estate 120

Real Estate Social Media Video Facebook 120

ReimaginePR

AUGUST 1, 2016

Commit to Customer Service. Be known as a brand that takes care of their customers. So many brands make marketing the main priority, but don’t give much thought to on-going customer support. For most brands, that’s definitely Facebook. Facebook is an obvious choice because it’s so darn popular. You Should.

Brand 120

Brand Branding Marketing How To 120

Marketwired

JANUARY 26, 2016

I reached out on Twitter and I received a prompt response, but they pointed me to a form on their website to create a customer service ticket. Instead of a neutral or positive experience with the product, poor customer service ignited negativity and hostility toward the brand. I needed help and I needed it fast.

Brand 100

Brand Branding Customer Service Reputation 100

Solo PR Pro

DECEMBER 11, 2018

What if you could have insight into the social media performance of others within your client’s industry? This 86-page report focuses on the use of Facebook, Instagram, and Twitter, looking at the posts per day and week, engagement rates, and top hashtags by engagement rate for these ten industries: Fashion. Health & Beauty.

Social Media 45

Social Media Report Fashion Instagram 45

Cision

APRIL 18, 2017

Write down all of the questions your customer service department is asked. And then I’ll give it another refresh by inviting an industry expert to a Facebook live to debate the pros and cons of the topic. If you have to choose just one, start with Facebook. I’ll create a Slideshare of my presentation and upload it.

Exercises 198

Exercises Google Writing Blogging 198

Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Clients expect PR agencies to deliver on the following services: online press release distribution (51%), digital crisis management (49%), image-based content (46%), and social influencer outreach (43%).

Digital PR 78

Digital PR Report Communications Crisis Management 78

Cision

AUGUST 30, 2016

A few years ago, many of us would not have envisioned a world where Twitter, Facebook Live and large-scale community gatherings would have such an impact on the way crises develop. Watch for issues around the globe and the impact they may have on your business, clients, customers and employees. Keep your eyes peeled.

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

Cision

MAY 10, 2016

This includes established platforms (from Facebook, WeChat and Snapchat), next frontiers, such as virtual reality and smart devices (Amazon Echo, Apple Watch and Jawbone), as well as future connection points. Or, WeChat, which lets customers make and send payments. Don’t be afraid to move on when one of your channels becomes dormant.

Storytelling 120

Storytelling Customer Service Travel Instagram 120

Cision

APRIL 20, 2016

Social media platforms such as Facebook Live, Periscope and Blab allow people to connect on a closer level. Customer service. Use social media as a customer service platform. Before anything else, connect with your audience and tell them your story. Tips to humanize your brand: Live video. Leverage influencers.

Social Media 120

Social Media Customer Service Video Conference 120

Buzzstream

JANUARY 5, 2024

Find an Email on Facebook Many bloggers don’t include email addresses on their websites but have one on Facebook. To find an email address on Facebook, you can find email addresses on the page’s homepage under the intro section. Ask a Company’s Site Chat Many brands incorporate customer service chats directly into their website.

How To 83

How To LinkedIn Tools Google 83

Rock the Status Quo

JANUARY 22, 2015

For example, if I see posts all over Facebook about the Leaning Tower of Pisa having fallen over due to a massive earthquake in Italy, then of course I might believe it. First, due to volume (it’s all over my Facebook stream), second due to credibility of links where the story originated. ( Is it shared by the NYT? Invest in it.

Agency 100

Agency Survey Customer Service Engineering 100

Cision

MAY 6, 2015

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. Fred Reichheld’s Ultimate Question is seemingly unavoidable in nearly every industry you could imagine. Still using A.V.E.

Engineering 120

Engineering How To Measurement Analytics 120

Waxing UnLyrical

MARCH 25, 2013

Where did customers go to complain? The Chobani Facebook page. And the company has used a lot of the techniques I discussed recently, right here on WUL, on growing your Facebook community. WUL : And how many tweets and Facebook comments a day (or week) do you guys get? Ashley Butler : We make upwards of 2MM cases a week!

Customer Service 101

Customer Service Travel Web Facebook 101

Sword and the Script

JANUARY 16, 2024

Monitoring Propel offers social media monitoring of Twitter, Instagram and Facebook. They also white label TVEyes for those customers that need broadcast monitoring. Here again many of the existing vendors also partner with TVEyes for broadcast, because it has become the industry standard.

Software 136

Software Pitching System Analytics 136

Shift Communications

MAY 25, 2017

Machine learning is already transforming industries around the world, offering significant cost savings and efficiency gains, while opening up new opportunities for forward-thinking companies to leapfrog competitors. How will machine learning affect the public relations industry? One cluster might be customer service issues.

Publicity 130

Publicity Instagram Customer Service Software 130

Stephen Waddington

JANUARY 15, 2020

It is almost a sport on Facebook, Instagram and Twitter. Most brands have learnt that the customer service or reputational impact of the occasion rogue tweet isn’t worth the cost of 24/7 social media management. Technology firms such as Microsoft with Teams and Facebook with Workplace are taking a keen interest in the market.

Storytelling 78

Storytelling Internal International Social Media 78

Cision

MARCH 13, 2017

According to the Global Communications Report , the industry is expected to reach $20bn by 2020. Further, the industry is largely controlled by Omnicom, IPG, WPP and Publicis group, which together account for around 34% of overall PR market at present. Social media has always been recognized as a strong customer service facilitator.

SEO 229

SEO Social Media Tools Google 229

Shift Communications

JUNE 20, 2018

The most important factor determining the success of a business belonging to any industry is the customer flow. As the art of marketing flourished over the years, so did the methodology of building a consistent customer pipeline. It now goes by the name of Customer Relationship Management or CRM.

Software 76

Software Tools Data Technology 76

Critical Mention

AUGUST 21, 2018

From Google to Facebook to Yelp, what people say about your company matters. According to a 2017 local customer review survey, 85% of customers trust online reviews as much as their friends’ recommendations. In today’s digital world, online reviews can make or break your business. SCHEDULE A DEMO.

Customer Service 61

Customer Service Writing Financial Local 61

Burrelles Fresh Ideas

FEBRUARY 13, 2024

In this read, we’re diving into social commerce and its power as a game changer in the ecommerce industry. Big names like Facebook, Instagram, Pinterest, and TikTok are all in on this. Take Facebook, for instance. Instead of whisking users away to your website, they have a “checkout on Facebook” option. The convenience?

Social Media 86

Social Media Media Mobile SEO 86

Beyond PR

JULY 20, 2017

Ask anyone in the comms industry, two of the biggest earned media challenges we face are, 1: targeting the right content through the right channel to the right influencer, and 2: when all is said and done, attributing meaningful business value to said engagement. We look forward to continuing the transformation of the earned media industry.

Communications 64

Communications YouTube Analytics Instagram 64