Rock the Status Quo

MARCH 30, 2015

View image | gettyimages.com Media coverage abounds related to last week’s 2015 F8 Developer Conference – an event for app developers put on by Facebook. Facebook native video. PLUS Facebook reach (minimal as it might be). PLUS Facebook reach (minimal as it might be). Read on for the dets!

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Communications Conversations

AUGUST 23, 2016

Because this isn’t one of those typical “Twitter is dead” posts. It’s more like “Will Twitter be dead to businesses within 2 years”-type posts. Brands have long (well, as least for the last 7-8 years) relied on Twitter as a customer service tool and a brand management tool.

Twitter 60

Twitter Brand Branding Tools 60

Melissa Agnes

OCTOBER 2, 2018

This episode explores: How the world of customer service has changed since United Breaks Guitars. How no customer should be seen as “statistically insignificant” – and if that is the mindset and culture within your organization, you have some work to do. Connect on Twitter: @DaveCarroll.

Brand 157

Brand Branding Crisis Management Customer Service 157

prTini

OCTOBER 20, 2016

As more and more customers turn to Facebook, Twitter, Yelp, and other social channels to ask questions or make complaints, keeping up with customer service is no easy task. Use Private Twitter Lists to Track Your Most Loyal Advocates. Take a Team Approach to Social Customer Service.

Customer Service 28

Customer Service Community Social Media Radio 28

Waxing UnLyrical

DECEMBER 20, 2012

This post will depress all the Facebook Ninjas who’ve drunk the Facebook Koolaid. They are a service business. One that could have a vibrant Facebook community, if they could just get to that point. But their Facebook Page has just 23 fans so far. Ask your customers – directly – to Like the Page.

Community 93

Community Facebook How To Web 93

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Social Media 62

Social Media Trends Media Instagram 62

Cision

SEPTEMBER 19, 2016

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Facebook Messenger. It turns out that it was a shrewd move on Facebook’s part.

Skype 120

Skype Facebook Customer Service Google 120

PRSay

DECEMBER 27, 2022

Reevaluating Twitter. New revelations show that pre-Musk Twitter “shadow banned” conservatives by hiding their posts from other users and placed political and COVID dissenters on a “trends blacklist.” For smaller brands, Twitter’s noisy platform and algorithms that determine what users see often work against their best efforts.

Trends 126

Trends Pitching Twitter Nonprofit 126

Cision

MAY 30, 2017

Intermediate: Dedicated Customer Service and Reviews Software. These software packages find and analyze tweets, Facebook posts, Yelp reviews, and the like. They can be real timesavers, especially for small businesses that do not have personnel devoted entirely to customer service.

Software 328

Software Customer Service Google Small Business 328

Landis PR

DECEMBER 20, 2021

Twitter, Facebook and Instagram are extremely popular with major brands and their followers. Social channels supplied companies with real-time feedback on customer behavior. Customer Service. Companies can also move to a private communication method, such as DM’s on Twitter.

Social Media 52

Social Media Brand Branding Customer Service 52

Cision

NOVEMBER 30, 2015

The actual data presented describes that year-over-year Twitter users are participating in more Black Friday promotions than in years past. A great example of this can be seen at Kohl’s Twitter site , where giveaways and discounts receive 10-70 times the amount of re-circulation of other content.

Social Media 120

Social Media Facebook Print Advertising 120

Flack's Revenge

DECEMBER 5, 2018

Second, you need to have very different strategies for each channel, recognizing that Twitter is for real-time engagement, including social customer service. Instagram is all about dazzling images and stories and Facebook is increasingly about video storytelling. Can the ship be righted?

Social Media 149

Social Media Marketing Media B2B 149

Cision

SEPTEMBER 29, 2015

While the MT isn’t exactly new, we are seeing it more on Twitter. Now, at least when you see an MT on Twitter, you know what the heck it is! If you’ve noticed an absence of certain business pages appearing in your Facebook newsfeed, there’s a reason. Facebook Page Messaging. Check out Cision’s PR Starter Kit!

Social Media 120

Social Media Media Facebook Customer Service 120

Cision

DECEMBER 1, 2015

Maybe your Twitter stream has gone off the rails and only includes automatic updates of your blog content. Or maybe your Facebook page looks like a promotion for your company. Facebook rolled out its Messages for business pages this year. Take the time to do that now. Do you see any glaring issues?

Social Media 120

Social Media Strategy Media Customer Service 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.

Mobile 109

Mobile Social Media Marketing Media 109

Critical Mention

APRIL 17, 2019

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. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 156

Social Media Trends Media Instagram 156

Communications Conversations

NOVEMBER 8, 2018

In fact, according to a recent UMass-Dartmouth study , 91% of Fortune 500 level companies use Twitter, 89% use Facebook, 63% use Instagram and 98% use LinkedIn. This is second only to Facebook. Case in point: Brands like Microsoft that use Reddit as a customer service channel. Finally, Pinterest drives traffic.

Social Media 121

Social Media Reddit Pinterest Communications 121

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. Your social media manager needs to be more than someone who just knows how to schedule posts on Facebook. Do they know how to use filters on Facebook to weed out obscenities and hate speech? Facebook isn’t Twitter, right?

Social Media 239

Social Media Crisis Training Media 239

Cision

OCTOBER 10, 2015

According to a recent Oracle study, 81 percent of Twitter users expect brands to respond to their questions or complaints the same day they tweet. But what happens when brands don’t pay attention to what’s being said about their products and services online? They lose their customers.

Social Media 120

Social Media Brand Branding Customer Service 120

Cision

AUGUST 21, 2015

Much like how social media monitoring has transformed media and PR professionals’ daily workloads, video streaming apps are bound to affect how everyone from media professionals to customer service representatives connect and engage with audiences. Share your stream on Twitter and turn on location tagging. Promotion Made Easy.

Consumer 120

Consumer Video Customer Service Twitter 120

Prohibition

JANUARY 17, 2022

The impact that this new form of communication has on PR and marketing has introduced many positive changes for companies looking for better ways to connect with their customers. Rather than directly contacting customer support representatives, customers frequently vent their frustrations on social media. billion users.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Cision

OCTOBER 30, 2015

Social conversations can help develop sales leads, improve customer service and highlight employees’ acts of kindness, but only if brands know how to listen closely to what their audiences are saying. Facebook and LinkedIn only permit individual users to join, whereas Google+ communities permit brands to join.

Pinterest 120

Pinterest Privacy LinkedIn Instagram 120

Communications Conversations

OCTOBER 4, 2018

For starters, there’s this trend line: Then, you look at the huge growth in Facebook Messenger over the last few years: And then you see this insane growth curve for WhatsApp: Clearly, private messaging is taking off as a primary way for people to communicate on their phones (and, to an extent, online in general).

Trends 109

Trends Marketing Instagram Social Media 109

Axia PR

AUGUST 17, 2018

It’s evolving and continues to build beyond just marketing or the customer service teams using it. Shared media includes publishing to social sites, like Facebook, Twitter, LinkedIn, Instagram, Pinterest, etc. Shared media is social media.

Pinterest 48

Pinterest Media Customer Service Instagram 48

Polaris

MAY 5, 2015

In the predictable category: moms are active on social media; 90% of those surveyed share content on social networks; and, most of the time, moms hang out online on Facebook (although half also visit YouTube, blogs, Pinterest, and Twitter at least weekly). Social Media Platform: Pinterest, Facebook and Twitter.

Brand 100

Brand Branding Pinterest YouTube 100

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

Cision

MAY 18, 2015

Probably the least exciting aspect of social listening is customer service. You may provide customer service by phone or by email, in great volume or in great scarcity – but social care (customer service on social media) is the primary reason that many social users will engage with brands on social platforms.

Customer Service 120

Customer Service Social Media Analysis Data 120

Cision

OCTOBER 25, 2016

Customer Service (Social Care). Social media has been a disruptive force to a lot of different aspects of our lives, perhaps no more so than for customer service (often referred to as “social care”). You don’t necessarily have the option to provide social care to your customers; they increasingly expect it.

Social Media 120

Social Media How To Media Customer Service 120

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. Loop in HR, accounting, customer service, area managers and people who have a feel for your operations and your geographic regions.

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

wiredPRworks

MAY 18, 2022

Delivering Customer Service in a Self-Service World” shows how customer service is the new marketing. Barry Moltz on Facebook. Barry Moltz on Twitter. Barbara Rozgonyi on Facebook. Barbara Rozgonyi on Twitter. It has been translated into Korean and German. His third book, “ BAM!

Small Business 52

Small Business Social Media Radio Media 52

ImPRessions - Crenshaw Communications

MARCH 16, 2021

As the social media landscape becomes more complex, PR pros debate whether Facebook is still an essential platform. For B2B communications, LinkedIn is typically the top social destination, and Twitter may also be useful, but few brands prioritize Facebook. . Yet it may be a mistake to overlook Facebook.

B2B 344

B2B Facebook LinkedIn Small Business 344

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

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

Stuart Bruce

JUNE 24, 2014

The danger of recruiting a social media expert is that you get someone who is brilliant at using Facebook, Twitter or Instagram, but doesn’t know how to use Facebook, Twitter or Instagram for real strategic public relations. public relations social media Training online PR PR training'

Social Media 158

Social Media Media Training Media Training 158

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. Twitter has recognised that brand trolling has become such an issue that it is rolling out moderation tools.

Storytelling 78

Storytelling Internal International Social Media 78

Polaris

SEPTEMBER 18, 2015

Twitter and Facebook lagged significantly behind the photo-sharing platform—engagement increased a mere 32% and 27% respectively. This metric refers to the number of times a piece of content is shared via Twitter, LinkedIn, Facebook, or Google Plus. Same goes for Instagram.

Instagram 100

Instagram Measurement Twitter Customer Service 100