5W PR

FEBRUARY 8, 2021

COVID-19 drove millions more people to digital platforms, and marketers who were quick to adapt have seen much success. Yet one area that was poised to advance but wallowing in low customer dissatisfaction even before the pandemic is the mortgage industry.

Customer Service 88

Customer Service Policies Analysis Training 88

Onclusive

AUGUST 22, 2017

It’s also common for specialized agencies to be hired on a project basis for repositioning or when market research is required. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read. Event & Experiential Marketing. Internal Communications.

Media Training 397

Media Training Crisis Communications Conference Training 397

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. I looked for similar news from VRBO. And found nothing. –John.

Communications 105

Communications Brand Branding Policies 105

Landis PR

NOVEMBER 1, 2021

Your brand promises aren’t just a marketing exercise. They should be embedded in the product, sales and customer service pipelines and flow from the top of the organization. If your company policies and practices don’t quite support a “customer is always right” attitude, then don’t say that they do. Bottom line :

Reputation 52

Reputation Customer Service Analysis Exercises 52

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

Have a clear advertising policy. Boycotts are the new brunch among the politically active, so major advertisers should decide in advance what their policies are. Smart marketers determine the precise circumstances under which they would pull ad support on a given network or publication.

Brand 136

Brand Branding Advertising Advertising 136

PR 20/20

AUGUST 22, 2017

At times, working in a marketing department can feel like being on trial. HubSpot’s 2017 State of Inbound Marketing annual report asked marketing teams about their top challenges. The primary reason I’ve seen inbound marketing programs get squashed is not lack of resources, lack of data or lack of success, but lack of buy-in.

Marketing 87

Marketing Resources Technology Internal 87

Beyond PR

MARCH 9, 2016

At its most basic, marketing is the act of selling or promoting products and services. If you consider yourself a part of the marketing tribe, this definition isn’t news to you. As a marketer, your ability to promote depends on your ability to sell. Selling makes you a better marketer. The First Step Is Acceptance.

Marketing 75

Marketing Meeting Resources Energy 75

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. Everyone is using social media for marketing today. If they are in any way responsible for content, customer service, monitoring or answering fan questions, they need to have a deeper level of training.

Social Media 239

Social Media Crisis Training Media 239

Prohibition

FEBRUARY 1, 2024

Virtual assistants also offer a cost-effective solution to larger businesses who are handling a high volume of inquiries, allowing them to effectively scale their customer service operations efficiently and a lower overall service cost by reducing reliance on human agents.

Social Media 62

Social Media Trends Media Guidelines 62

5W PR

SEPTEMBER 7, 2017

Authenticity” has become marketers’ favorite buzzword, and brands are now expected to always be honest and transparent in their efforts to connect with consumers. It’s a big ask for brands to take on transparency: as a Forbes article from earlier this spring argued, “…the irony here is that marketing, by nature, isn’t really authentic.

Trends 108

Trends Airlines Social Media Crisis 108

Rock the Status Quo

NOVEMBER 8, 2015

It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations? How can we use OUR OWN customer service experiences to help clients? Kelly Hungerford (@KDHungerford) November 5, 2015.

Social Media 100

Social Media Media Customer Service Resources 100

Cision

MAY 25, 2017

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. A brand is made up of the people who represent it. This is dangerous in two ways.

Employee 129

Employee Brand Branding Policies 129

Mindful Marketing

JULY 16, 2022

by David Hagenbuch - professor of Marketing at Messiah University - ​author of Honorable Influence - founder of Mindful Marketing “ Auditors Cheated on Ethics Exams ”—a recent New York Times headline revealed. Check out Mindful Marketing Ads and Vote your Mind! Certainly; most of us probably have.

Ethics 90

Ethics Pharmaceuticals Corporate Financial 90

PR 20/20

JULY 31, 2018

Inbound marketing requires a champion—those who believe in the power of inbound, and are willing to take a risk on a new direction, methodology and technology. A: I was first exposed to inbound marketing working at a small marketing agency from 2009 until 2011. Inbound marketing is not hard, but it’s complicated.

Marketing 42

Marketing Leadership Engineering Education 42

Sword and the Script

JUNE 3, 2020

Review your policies. Act on your policies. to push real-time, actionable alerts to market-moving news as it breaks. Let’s say you’re a software company with dozens of competitors in each of your markets globally. Tell them what you saw, what you think and how you feel. Get uncomfortable. Hold town halls.

Product Launch 95

Product Launch Survey Banking Pharmaceuticals 95

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. Security policies and controls. At a certain point, most small businesses outgrow their first forays into public relations.

Company 136

Company Interviews Reputation Privacy 136

Cision

MAY 3, 2017

The $776 million loss in market capitalization from a stock falling 2% will get most airline CEOs out of bed and into the boardrooms, discussing how to prevent this crisis from happening to them. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it.

Airlines 137

Airlines How To Engineering Radio 137

Prohibition

DECEMBER 9, 2021

But other times share values falling sharply, lawsuits, contaminated or dangerous goods, investigations, or even a new, slightly controversial, marketing tactic you couldn’t wait to try may be enough to damage a brands reputation and enter a real crisis period. It should be someone with authority to speak on what has happened.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

ImPRessions - Crenshaw Communications

MAY 15, 2018

Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes. As of this post, it has reclaimed $134B in lost market value. Southwest later showed good taste along with solid PR judgment by suspending its marketing and advertising.

Crisis 136

Crisis Privacy Airlines Facebook 136

Waxing UnLyrical

MAY 27, 2017

You know, from an objective marketing POV (“Boy, that sucks, let me file that away in the what-not-to-do folder” or “Oh, good one, I should steal that!”). And which is included in our auto insurance policy (GEICO, because 15 minutes did save me 15% or more and still does). Treating your customers like people v.

Customer Service 67

Customer Service Insurance Insurance Banking 67

Stephen Waddington

JULY 10, 2017

Right now, a combination of Brexit, the Trump administration, and a policy of austerity is causing us to re-evaluate our relationships with the organisations that serve us. Every aspect of an organisation is becoming social, from customer service to marketing; and from product development to sales.

Telecommunications 112

Telecommunications Handbook Transportation Community 112

Prohibition

JANUARY 14, 2022

Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc. Having someone from legal, customer service, communications, and public relations on the team ensures that all bases are covered. Who will liaise with the affected departments, such as marketing and communications?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Bad Pitch Blog

JUNE 8, 2011

The White Zone is for Loading, Unloading & Assuming Anonymous sources I know that have dealt with similar situations at other airlines note the following: - First of all, spokespeople don''t set policy. This policy has been in place since before 2001, and there hadn''t been any issues in all that time. But not much longer.

Airlines 64

Airlines Customer Service Travel Policies 64

Mindful Marketing

JANUARY 29, 2023

by David Hagenbuch - professor of marketing at Messiah University - ​author of Honorable Influence - founder of Mindful Marketing Ill-intentioned people can invent some very unscrupulous schemes when they put their minds to it, e.g., Volkswagen’s infamous defeat device that intentionally tricked auto emission tests.

Ethics 98

Ethics Guidelines Fashion Transportation 98

Cision

OCTOBER 16, 2017

Each month we’ll hear from c-suite level communicators and marketers as they discuss challenges and opportunities facing companies in an ever-changing business climate. Previously, Chris ran product marketing and go-to-market strategy for Oracle’s Marketing Cloud business. Chris welcome to the Earned Media Rising podcast.

Media 202

Media Storytelling Technology Data 202

David PR Group

AUGUST 17, 2017

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. –John.

Airlines 54

Airlines Reputation Customer Service Social Media 54

David PR Group

JUNE 15, 2015

Back when Woody Allen made Annie Hall , we only had a few ways to complain about products, retailers, or customer service. We could call a company’s customer service department, ask to speak to the manager at a store, or, if we were really upset, write a letter (yeah, on paper) to the president of a company. –John.

Customer Service 40

Customer Service Google Engineering Retail 40

The Resolution Blog

APRIL 26, 2019

The only hiring policy I’ve ever had is I think it’s important to look around the room and see someone else who looks like you. Obviously PR is social, but there’s also a whole customer relations side to it that’s sometimes not related to PR. I basically think that Twitter is either a comedy platform or a customer service platform.

Agency 120

Agency Pitching Energy Creativity 120

PR Conversations

APRIL 8, 2015

Its title: Relations with Customers and Prospects , is essentially what today may be thought of as marketing rather than public relations. That demonstrates a 180 degree shift from Hahn’s inclusion of marketing techniques under the responsibility of PR. Customer services. Community service.

Retail 40

Retail Radio Advertising Advertising 40

PR Conversations

APRIL 8, 2015

Its title: Relations with Customers and Prospects , is essentially what today may be thought of as marketing rather than public relations. That demonstrates a 180 degree shift from Hahn’s inclusion of marketing techniques under the responsibility of PR. Customer services. Community service.

Retail 40

Retail Radio Advertising Advertising 40

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. If good customer service is good marketing , then engineering a synthetically designed (and terrible) user experience in an effort to profit ought to be illegal.

Airlines 60

Airlines Travel Customer Service Crisis 60

Beyond PR

MAY 3, 2017

The $776 million loss in market capitalization from a stock falling 2% will get most airline CEOs out of bed and into the boardrooms, discussing how to prevent this crisis from happening to them. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it.

Airlines 65

Airlines How To Engineering Data 65

Waxing UnLyrical

JULY 22, 2015

Over the years the industry has evolved and adapted, to meet brands’ and markets’ needs. Not what you want and not what your marketing department wants or thinks your consumers want. Together, build a communication strategy and a social media policy. In fact, as your business grows, a social media policy is a must.

Media Relations 40

Media Relations Media Policies Social Media 40

Sword and the Script

JANUARY 3, 2023

This can include the media, customers, employees, and the general public. Public relations professionals create and maintain a positive image for their organization, often through the use of marketing, branding, and communication strategies. How is public relations different from marketing? And in B2B marketing it already does.

Interviews 99

Interviews Publicity Technology Social Media 99

Prohibition

DECEMBER 17, 2021

Crisis communication refers to the fast-paced process of using the right channels, the right words, and the right timing to handle a crisis, especially when there is a public relations, or a marketing issue. Media policies/procedures. There are different ways in which crisis communication can be performed.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

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.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Cision

APRIL 18, 2016

Analytics Improvements – Changes that give communication pros and marketers better information on Facebook interactions and customer segments. I hope that you can find a few features that you didn’t know about and that you can incorporate into your communication or marketing strategies. Content Improvements.

Facebook 0

Facebook Mobile Analytics Advertising 0