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How to use social media to win at customer service

PR Daily

Social media has become the customer service center for most organizations, large and small. After you have provided enough information and have uploaded company images, the next important thing to do on social media is interact.

How Social Media Drives B2B PR

ImPRessions - Crenshaw Communications

We associate social media platforms with splashy consumer campaigns, but social is increasingly important in B2B public relations. According to an IDC study , 75% of B2B buyers and 84% of C-level/vice president executives use social media to make purchasing decisions.

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Qualify Hard; Close Easy: Leads in Unscripted Marketing Links

Sword and the Script

But that’s not how this local business gets most of its leads, according to the owner George Roberts. As a small business owner, Mr. Roberts told me he’s tried local newspaper ads and local television ads to drive leads to his business – but nothing works like the internet.

More Australian businesses than ever have a presence on social media (but they could be a lot more social!)

PR Warrior

The proportion of Australian businesses with a social media presence has reached the highest levels recorded, according to new research. Social media is no longer a novelty, particularly at the higher end of business. to solve customer service enquiries)?”,

Top 50 PR, Marketing & Social Media Podcasters to Follow

Cision

We’ve recently observed the explosion in popularity of podcasting, especially among business influencers and their audiences. But why is podcasting important to PR and marketing professionals? Tools, tips and tactics on everything marketing and social media related.

Where to Focus Your Marketing Efforts If You Only Have 5 Hours a Week

Cision

There’s a misconception that marketing a business is always time-consuming. If you know where to put your efforts, it’s completely possible to handle the essential marketing tactics in five hours or less a week. Social Media. Managing Media Contacts.

Fix (or Establish) Your Brand Reputation

Shift Communications

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Make your customers happy. Make your customers happy by revving up customer service and customer interactions.

5 social media hurdles PR pros can overcome

PR Daily

Though social media campaigns can sometimes feel like a sprint, PR pros working on digital platforms know it’s much more like a marathon—one that comes with several hurdles to clear. Lack of customer service. Not enough time to devote to social media.

15 Up-and-Coming PR and Social Media Marketers to Watch

Communications Conversations

Last week, I shared my news that I’ll be teaching social media at the University of St. Now, she’s crushing it at Best Buy in social media marketing. I give you 15 up-and-coming social media and communications rock stars!

4 marketing automation tools to help small and mid-size businesses

PR Daily

Marketing automation isn’t a thing of the future—it’s very much a part of the here and now for small and mid-size businesses (SMBs) worldwide. . However, many pros are unaware of an array of marketing automation tools that can help SMBs reach customers in a timely, effective way.

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Infographic: Social media stats to inform your next move

PR Daily

Which online platforms are most likely to help your organization raise awareness and reach new customers? Social media is an ever more important tool for PR pros and marketers. Key insights include: On average, a person spends 135 minutes on social media a day.

Like, Share,Tweet – Is that All You Can Do on Social Media?

Waxing UnLyrical

According to a non-exhaustive list on Wikipedia , there are more than 200 social media sites across the globe. Although you may have thought otherwise, social media is not limited to Facebook or Twitter. Mainstream social media platforms like Facebook and Twitter undoubtedly let you reach a much wider audience, than niche networks like Care2 or Untappd. How can you diversify your social media channels? Improve customer relation/retention.

Snapchat Success Tips for a #SMB in a Snap

Social PR Chat

Marketing that disappears after only just a couple of seconds? He also shares the following advice on how he uses Snapchat as a more personalized way of marketing his company: #BTS. Service in a Snap. Social PR Secret: Why not spread the Snapchat love with your customers?

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How To Grow Your Facebook Community

Waxing UnLyrical

They are a service business. It is a new business with no name recognition apart from the founders… and that too, just in their industry. So why doesn’t the business have more fans? Ask your customers – directly – to Like the Page.

Word of Mouth Marketing: How to Spark Positive Conversations

B2B PR Sense

What is word of mouth marketing? Say you catch an ad on social media for a new product. It claims to be the best of its class and will transform your business. That is the power of a good word of mouth marketing strategy. B2B Marketing B2B Inbound Marketing

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5 Evidences that You’re Not Ready for Press

Personal PR

The simplest truth for business owners to remember is that they must invest in their brand (as well as their personal professional brand) before they invest time and money into gaining media attention. You have created a product or service that none or few have yet to pay you for.

5 Evidences that You’re Not Ready for Press

Personal PR

The simplest truth for business owners to remember is that they must invest in their brand (as well as their personal professional brand) before they invest time and money into gaining media attention. You have created a product or service that none or few have yet to pay you for.

The Top 25 B2B Marketing Experts You Need to Follow Here.

B2B PR Sense

B2B marketing is constantly evolving, with new innovations and strategies that used correctly can stake your success. But how do you stay on the leading edge of these innovations and ensure that your business thrives? Social media just might hold the key. Along the social corridors of Twitter and LinkedIn you will find many experts -- including many of the top B2B marketers in the field. Why Follow B2B Marketers on Social Media?

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Lowe’s nebulous layoffs, Pinterest’s earnings soar, and UK House of Commons’ banned words

PR Daily

Though customer satisfaction matters, how we measure public sentiment and its effect on sales seems to be inherently flawed. McDonald’s frequently ranks near the bottom for customer satisfaction surveys but tops the list in sales figures. SOCIAL BUZZ. Marketing is step #1.

4 Ways PR Firms Can Cut Costs and Improve Productivity in the Digital World

Cision

Public Relations has always been an important contributor to any company’s branding and marketing efforts. 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.

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Facebook Business Tools Update: Just In Time for Holiday Season

5W PR

Digital marketing comes heavily into play around the closing part of the year as consumers gear up for the holiday season. In preparation for this year’s holiday season, Facebook is introducing some enhancements to its business pages.

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30 jobs in the PR and marketing world

PR Daily

The demand for marketing, creative, digital and communications professionals is on the rise—and so is the price for new hires. This year, job seekers can expect to see employers express interest in adaptability, creativity and digital marketing. Media buyer: $63,069.

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PR Rock Stars: Polaris’ Jamie Kvamme

Communications Conversations

At least not until last year when I asked her to join the marketing/membership MIMA committee (more on that below!). I sat on a team of smart and driven women and got to participate in a handful of internal communication, PR and creative services projects.

101 articles to help your 2017 PR, monitoring, and measurement planning

Media Bullseye

This post compiled 101 articles about PR, social media, and media monitoring/measurement to provide professionals with access to necessary, useful knowledge. PR as Customer Service: Five Ritz-Carlton Secrets For Using Publicity To Build Brand Love by Micah Solomon for Forbes.

Influencer Relations For B2B Brands

ImPRessions - Crenshaw Communications

Influencer PR for B2B is about nurturing genuine relationships with personalities who can influence the customer journey, from lead generation to purchase and beyond. Influencer relations is a logical extension of media relations , but less transactional and more collaborative.

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How Artificial Intelligence Will Redefine Marketing Jobs

PR 20/20

This post originally appeared on the Marketing Artificial Intelligence Institute's blog. The Marketing AI Institute was created and is powered by PR 20/20. How might AI redefine marketing jobs? AI has massive potential to make our lives and businesses more successful.

Searching for Marketing Inspiration? Check out these 55+ Inbound Marketing Resources [UPDATED]

PR 20/20

We originally published a blog in 2015 listing 40+ inbound marketing resources. We’ve added even more to the list, so read below for an update with even more resources for marketers. As marketers, we spend hours researching the top trends and tactics to prove top-notch ROI and success.

Listen to Your Customers: Why You Need to Embrace Customer Complaints

Cision

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. . Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? Social. Even free versions may be enough for small businesses.

Twitter offers awards to brand managers

PR Daily

Marketing and PR pros who work in the social media space want to be recognized for their hard work. Now that Twitter is a decade old—and struggling to attract both users and advertisers—the social platform recognized this, launching Twitter Awards.

Apple and Google mum amid outrage over Saudi wife-tracking app

PR Daily

The application is available through the tech giants’ marketplaces, and social media users are lambasting the companies for their involvement—and tacit condoning of women’s oppression. The news has sparked outrage on social media.

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Facebook to roll out chatbot features in Messenger

PR Daily

The company announced its intention to connect more small businesses to customers through enhanced chatbot features. This will enable consumers to order goods and services, get answers to easy customer-service questions and more.

The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

In today’s volatile media and social environment, brand reputation is fragile. Some argue that presidential tweets might actually be good for business, even when they’re negative, and recent evidence bears that out. For a startup or small business, a sudden wave of negative coverage can be fatal. According to the World Economic Forum , more than twenty-five percent of a company’s market value is directly attributable to its brand reputation.

The Simple Truth Behind Measuring Content Effectiveness

Rock the Status Quo

One simple task that significantly improves the success of your content marketing is the ability to identify what pieces of content are driving results and which are not. If your online marketing isn’t designed to drive traffic, you have a problem. Content Marketing

4 Ways PR Is More Than Media Relations

Waxing UnLyrical

A lot has been said about PR, and almost always it’s about media relations. But here is the not-so-new news: PR is more than media relations and always has been. Over the years the industry has evolved and adapted, to meet brands’ and markets’ needs.

Email – Forgotten Communication Powerhouse

PR Fuel

But here at eReleases, email remains our primary means of communication, and likely the most important in “converting” prospective customers into new customers. I hope you enjoy the reviews below, where I cover email marketing, email customer service, and email pitching.

Why agency leaders must use Twitter

PR Daily

I pushed back and said our job wasn’t to do our own PR, and I certainly didn’t want clients to think we were so busy promoting ourselves that we’d forgotten about them. I clearly changed my mind, and we set out to change the way we were bringing in new business.

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The Power of a Good Story: What’s Your Company Narrative?

Beyond PR

Content marketing may change its tactics as audiences tire of the existing ones, but telling a good company narrative will never go out of style. A company narrative is not a mission statement nor is it an inventory of your products, services or accolades. Stories of your customers.

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More About Customers – Love On ‘Em, Talk To ‘Em

PR Fuel

Make Every Day Feel Like Customer Appreciation Day. Often the “Customer Appreciation Day/Week/Month” can come across as a corny way to get people inside your store to buy more stuff. Email Marketing and Pitching. Crown Your Customer King. Grabbing Those Elusive Customers.

Why You Need to Embrace Customer Complaints – Listen to Your Customers

Beyond PR

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. . Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? Social. Even free versions may be enough for small businesses.

PR Basics Based on Principles will Never Change

PR Fuel

How much do we forget this when a crisis happens to our company or business? We think we know exactly what our customers want, but sometimes, we’re wrong. Retail outfits should always include directions, for both drivers and customers using mass transit, to locations. Consumers and members of the media like to know who they are doing business with. For small businesses, it’s always nice to know who started the company and why. Let the media know.

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