Flack's Revenge

JANUARY 15, 2020

After firing off an angry tweet , I got to thinking (always a bad sign); and reflected on a post I wrote over ten years ago: PR Moment of Truth (the title refers to a phrase from the customer service field ).

Journalism 156

Journalism Ethics Customer Service Report 156

Cision

MARCH 7, 2016

These benchmarks should also refer back to the brand’s overall goals. The hub refers to the central location that houses your content, typically your website. A solid social plan should include exact metrics for each department’s individual objectives. The spokes, on the other hand, are broken down into two categories: paid (ex.

How To 120

How To Enterprise Social Media Customer Service 120

5W PR

APRIL 18, 2022

One such example comes from the popular fast-food chain Wendy’s, which uses several different strategies, including interacting with customers, sharing humorous content such as memes, making references to trending topics and pop culture across their content, and providing consumers with freebies. Reputation Management.

Strategy 88

Strategy Marketing Reputation Survey 88

Burrelles Fresh Ideas

MAY 14, 2024

Making your social media content accessible will allow you to expand to new markets, grow your customer base and boost sales and revenue. Accessibility is fundamental to customer satisfaction and retention. Most people with disabilities have difficulties accessing high-quality customer service. billion each year.

Social Media 93

Social Media Media Video SEO 93

Sword and the Script

JULY 30, 2019

Not any more than, a CRM database is customer service. That frame of reference is gone, and marketing spends 50% of its time justifying what it’s trying to do, which means it’s left with 50% of its time trying to do it. Marketing technology (martech) is not marketing. Enterprise search is not knowledge management.

Marketing 104

Marketing Comparison Enterprise Technology 104

Flack's Revenge

DECEMBER 7, 2020

I like “secret sauce” Most who work in IT understand that this refers to the magical ingredient that sets a technology or solution apart. They can build a better interface or “wrapper” and brand on processes and customer service. It can go by various names. IP (short for intellectual property).

How To 194

How To Wikipedia Engineering Web 194

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

Onclusive

NOVEMBER 8, 2023

Our job descriptions tell us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service. later as our roles evolve. “PR

Training 195

Training Media Training Reputation Crisis Communications 195

Cision

MAY 3, 2016

How much of that content references your brand or industry? Keep an eye on your branded mention volume because it often correlates with customer service questions. Each day 49 years worth of YouTube video, 80 million Instagram photos, 700 new URLs from The Washington Post alone and 500 million tweets get posted.

Brand 120

Brand Branding Software Nonprofit 120

Onclusive

AUGUST 22, 2017

Our job descriptions tells us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. Most of us see what our jobs entail at the point of hire. later as our roles evolve. Whether or not a PR pro’s role includes this responsibility varies greatly per size of organization. .

Media Training 397

Media Training Crisis Communications Conference Training 397

Onclusive

AUGUST 9, 2021

Our job descriptions tell us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service. What does that really entail, though?

Training 370

Training Media Training Reputation Crisis Communications 370

Landis PR

DECEMBER 13, 2021

This is a classic customer service line, but it also serves a specific purpose. Quantifying how a customer heard about a company/product/service at the salesperson level can inform marketing where their marketing spend is most efficient. While sales can take time, we’re able to track conversions regularly. Meh, at best.

Customer Service 52

Customer Service Data Software B2B 52

Sword and the Script

FEBRUARY 5, 2019

“tbh, if I could switch I would, but you won’t ever offer this service in my area, and even if you did it’d be several years in the future. Would you buy a service from a company with customer references like that? For example, bring your PR and customer service teams into the advertising planning process.

Advertising 60

Advertising Advertising Social Media Twitter 60

Cision

SEPTEMBER 21, 2016

This is one activity that needs to happen in real time, so carve out time each day to see who’s sent you messages or referred to your content on social media so you can respond accordingly. You can also create email templates for common customer service inquiries, such as: Where’s my product? Responding to People.

Marketing 120

Marketing Comparison eBook Social Media 120

Sword and the Script

AUGUST 4, 2020

“We are leveraging sophisticated technology and our amazingly dedicated curation team to set up processes that ensure that customers are always seeing the most current, accurate data,” according to the company’s CTO Vishal Padhy in the product announcement.

Media Relations 152

Media Relations Media Print Software 152

ImPRessions - Crenshaw Communications

OCTOBER 8, 2018

By extension, business customers can also help one another. That’s where tech services that cater to small businesses, like Hubspot and Zendesk, have done a great job. Post about pop culture references to make content topical. Tell customer stories. Use gentle humor to outline business challenges.

B2B 170

B2B Social Media Media Education 170

David PR Group

DECEMBER 2, 2016

I know that our profession has an “it’s complicated” relationship with Wikipedia, but millions of people use it each day, and here’s what it says about reputation management: Reputation management refers to influencing and controlling an individual’s or business’s reputation. But wait, there’s more. –John.

Reputation 40

Reputation Wikipedia Customer Service Engineering 40

Cision

MAY 6, 2015

It may be quantifying referred business from media placements, or email subscribers gained from social channels. 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

Polaris

SEPTEMBER 18, 2015

This metric refers to the number of times a piece of content is shared via Twitter, LinkedIn, Facebook, or Google Plus. If you’re using Twitter as a customer service tool, you’ll measure the number of inquiries received through your Twitter account, as well as customer satisfaction and cost savings compared to your call center.

Instagram 100

Instagram Measurement Twitter Customer Service 100

Sword and the Script

JANUARY 3, 2023

Here are a few examples: Edward Bernays: Edward Bernays is often referred to as the ‘father of public relations.’ There is a Rachel Miller associated with “Moolah” but I’m not certain this is the person to which ChatGPT is referring. Brian too, but he’s jokingly referred to himself as a recovering PR person for 15 or more years now.

Interviews 101

Interviews Publicity Technology Social Media 101

ImPRessions - Crenshaw Communications

MAY 15, 2018

When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues.

Crisis 136

Crisis Privacy Airlines Facebook 136

Cision

OCTOBER 15, 2015

Social media users may misspell your company name, abbreviate a product name or reference a description instead of a product name. Encourage employees to talk about what they do to highlight your brand’s quality customer service, culture or additional benefits.

Social Media 120

Social Media Media Employee Reputation 120

Engage PR

JANUARY 6, 2018

A smart social strategy can help businesses develop lead generation, build brand awareness, drive customer acquisition and attract high performing talent. And as a customer service tool it can get critical messages out to the masses quickly when dealing with any crisis comms. References: *1 CMO survey – [link]. *2

Social Media 60

Social Media Strategy Media Survey 60

Contently - Strategy

NOVEMBER 29, 2023

Topic pillars, often referred to as content pillars or pillar content, are fundamental themes or topics you build your content strategy around. Audience Feedback: Use surveys, interviews, and feedback from your customer service and sales teams to gather insights into what your audience is interested in. What Are Topic Pillars?

How To 52

How To SEO Content Marketing Engineering 52

Critical Mention

OCTOBER 3, 2019

Testimonials are highly influential references that build trust and can help recipients see real value in your services. Using real customers to showcase your company success is a great way to highlight products and customer service. Nothing captures prospects like the persuasion of satisfied customers. .

Marketing 68

Marketing Training Groups Radio 68

Melissa Agnes

JANUARY 18, 2017

For example, IR owns the relationships with investors, while customer service, sales and/or marketing departments (depending on the structure of the organization) may own the relationships with customers. This will be used for reference purposes, as well as for ease of access in the midst of a crisis.

Crisis Communications 100

Crisis Communications Crisis Communications Crisis Management 100

Cision

JULY 6, 2015

Some social conversations tend to escalate from “ 0 to 100 real quick ” (obligatory Drake reference), and are illustrative (and sometimes entertaining) because they forego small talk altogether. But what about social media? Listening for hot topics. Listening for hot topics is active listening for hot button topics.

Social Media 120

Social Media Media Wikipedia Tools 120

Beyond PR

MAY 30, 2017

You need to find public, online references to your company and your products or services. Sterling and his team have robust forums set up for both organizations, providing a perfect way to listen to devoted customers every day. “I I want to be close enough to my customers to smell them,” Sterling told me.

Software 45

Software Customer Service Google Small Business 45

Waxing UnLyrical

JUNE 15, 2011

This refers to a business’ attempt to give their brands a human touch. As a cable company, Comcast is notorious for poor customer service. However, they are able to leverage a personal experience to their Twitter account by humanizing the customer service experience. Take @Comcastcares for example.

Brand 78

Brand Branding Customer Service Twitter 78

Beyond PR

APRIL 19, 2018

That’s a Sneetches reference there for you, ladies and gentlemen. People listen to me about marketing and communications and customer service and word of mouth. They want influencer marketing to work just like a Google page search ad. It’s not that easy.

Video 63

Video Marketing Creativity Consumer 63

PR in High Definition

JULY 22, 2019

For the uninitiated, the term deepfake refers to artificial intelligence (AI)-powered technology that synthesises imagery and voices to present something that didn’t occur, usually in video form – imagine a convincing video of yourself that has been edited so someone adds a voiceover for something you didn’t say.

Media 74

Media Viral Video Newspapers 74

Waxing UnLyrical

JANUARY 24, 2013

It refers to the ability to collect large sets of complex data that are normally difficult to filter. How can PR professionals harness the power of big data to support customer service, PR and marketing efforts? It is surely becoming part of your daily PR research function. So, what is big data ?

Big Data 92

Big Data Data Publicity Analytics 92

Beyond PR

SEPTEMBER 8, 2016

While this advice from Bryan Kramer may have been in reference to influencer marketing programs, it holds true for content creation as well. That ‘get’ could be a call to action to download a white paper, enter a contest, share customer feedback or purchase a widget. It must involve marketing, sales and customer service teams.

Content Marketing 40

Content Marketing Marketing Customer Service Airlines 40

Prohibition

NOVEMBER 9, 2021

Organic social media refers to freely shared material (posts, pictures, videos, memes, and Stories) that all users, including brands and businesses, publish on their social platforms and brand’s social pages. provide customer service to their clients. What is Organic Social?

Advertising 62

Advertising Advertising Social Media Facebook 62

Katie Paine's Measurement Blog

MARCH 9, 2023

A good vendor will have systems in place to screen for duplicates, spam, and inappropriate content (wedding announcements, incorrect names or references, police blotters. Chances are you need data in specific buckets – i.e. corporate, product, customer service etc.

Measurement 52

Measurement How To System Comparison 52

Sword and the Script

JULY 2, 2019

To me this just moves the data collection around a little bit on the website, but one place I have seen this work pretty well is the connection to customer service. Now I’m a customer, I used the same channel for support, which has made it all fairly seamless for me. Do you work for a PR technology vendor?

Trends 60

Trends Media Report Technology 60

PR Conversations

NOVEMBER 5, 2014

I didn’t stick around for the inevitable sessions on “Crystal healing and better customer service” or “Revolutionise your internal communications with telephones.” Admittedly, finding the original references for things I thought I’d known for a long time gave me a few shocks.

Employee 103

Employee Communications Internal International 103