Sword and the Script

FEBRUARY 5, 2019

The CEO has recently made rounds on The Street to sell analysts on the idea the company will pay down debt by cutting promotional discounts, raising prices and retaining customers. For sure, Twitter is not the real world. For example, bring your PR and customer service teams into the advertising planning process.

Advertising 60

Advertising Advertising Social Media Twitter 60

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. Doing so allows you to analyze your organization’s reputation and adjust your audience’s perspective on your brand. Share Tweet Share.

Social Media 105

Social Media Media Customer Service Radio 105

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? Customer service and public relations are growing closer, and engaging complainers on social media — the right way — is an opportunity to turn critics into fans.

Social Media 159

Social Media Media Airlines Customer Service 159

Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

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. And Twitter is struggling to find its way but hopefully will turn itself around given its unique strengths. The post Does Social Media Marketing need a Reboot?

Social Media 149

Social Media Marketing Media B2B 149

Cision

JUNE 3, 2015

Deciding where you communicate, how you communicate, when you communicate, to whom you communicate and especially who does the communicating all set the foundation (be it sturdy or flimsy) of a reputation. I will also cover the basics of how to deal with a crisis online and how to rebuild the brand after a crisis has damaged your reputation.

Crisis 120

Crisis Construction Viral Reputation 120

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Ritz-Carlton. 2012, May 17). link] Nordstrom. 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

Stephen Waddington

SEPTEMBER 5, 2018

According to Forrester, the potential of social listening lies in its ability to provide insights for use across diverse business units including customer service, market research, product development, and reputation management. But organisations aren’t yet using social intelligence as a strategic tool.

Web 68

Web Social Media Tools Enterprise 68

Critical Mention

MARCH 15, 2019

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. By monitoring your brand’s reputation through social media, you can keep your eye on competitors and industry news. Use Quick Response (QR) codes.

Mobile 109

Mobile Social Media Marketing Media 109

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

Stuart Bruce

SEPTEMBER 30, 2014

One of the earliest remarks that resonated with me was made by Alex Pearmain who said “If you’re a good communicator, you’re probably a good tweeter” Journalist Oliver Smith pointed out that only 11 of the FTSE 100 chief executives had Twitter accounts and some of them weren’t even using them.

Social Media 150

Social Media Twitter Radio Sports 150

ImPRessions - Crenshaw Communications

DECEMBER 21, 2016

PR and CX go hand in hand, since it’s PR’s role to burnish a brand reputation and the job can only be done when the customer experience lives up to expectations. Everyone loves a story of customer service that goes above and beyond. PR must function in real time. PR will embrace paid media.

B2B 120

B2B Customer Service Software Technology 120

wiredPRworks

MAY 18, 2022

Delivering Customer Service in a Self-Service World” shows how customer service is the new marketing. Barry Moltz on Twitter. Barbara Rozgonyi on Twitter. Failure, Resiliency and the Confidence to Achieve Your Next Great Success” , shows what it takes to come back and develop true business confidence.

Small Business 52

Small Business Social Media Radio Media 52

Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. Our story and go-to-market approach around offering a heightened “concierge” level of service was derived from market and customer insights as well as the heritage of the brand.

Storytelling 84

Storytelling Brand Branding Customer Service 84

Cision

MAY 18, 2015

According to a paper published by the Semantic Technology Institute , social listening may encompass one or all of the following functions: Reputation management. Influencer detection and customer relationship management. Probably the least exciting aspect of social listening is customer service. Competitor analysis.

Customer Service 120

Customer Service Social Media Analysis Data 120

Stuart Bruce

JUNE 24, 2014

Indeed what’s in that toolkit is constantly changing and updating, but the fundamental principles of reputation management, engagement, dialogue and relationship management remain. Working together they can begin to re-imagine businesses and organisations as more social entities without the rigid silo structures that currently exist.

Social Media 158

Social Media Media Training Media Training 158

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. But neglected, they can turn into a full blown reputation crash and even a pretty big hit to the bottom line. Facebook isn’t Twitter, right? A fast food worker stomps in a lettuce bin and posts it on YouTube. But, are they a crisis?

Social Media 239

Social Media Crisis Training Media 239

PR 20/20

JANUARY 16, 2023

Check out (and follow) Joe Pulizzi’s Twitter list, CMI Content Contributors , for more. Check out (and follow) Buffer’s Twitter list, SM Thought Leaders , for more. Check out (and follow) Mashable’s Twitter list, Tech , for more. Check out (and follow) Fast Company’s Twitter list, Most Innovative Companies , for more.

Blogging 52

Blogging Marketing Pinterest SEO 52

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

Cision

AUGUST 9, 2016

A Twitter mindset is helpful in working with journalists. What role does social media play in reputation and crisis management today? In maintaining and building brand reputation, social media also allows public relations professionals to empower their customer advocates with shareable information.

Crisis 0

Crisis Reputation Study Trends 0

Cision

NOVEMBER 20, 2015

Each delved into how social intelligence can help you listen to conversations online to benefit your brand’s customer service, marketing, product development, sales and PR initiatives. Reputation as a destination for inspiration. What Mainstream America Still Doesn’t Get About Black Twitter. Measurement.

Media 120

Media Social Media Community Measurement 120

Prohibition

JANUARY 24, 2022

Prohibition PR is a full-service agency specialising in crisis communication, reputation management , and strategic messaging. As a public relations agency specialising in crisis communication, Prohibition PR provides clients with custom-made strategies and tactics to get their organisations out of hairy situations.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Melissa Agnes

FEBRUARY 16, 2016

In order to do this, begin by asking yourself and your team the following question: Who, in a crisis, do you need to communicate with in order to minimize the negative reputational impact on your organization? Twitter, Facebook, an investor or internal website, etc.)? The first step is to identify exactly who your key stakeholders are.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Rock the Status Quo

MARCH 30, 2015

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could help customers by saving them a few mouse clicks. ” Okay. Triple hmmmmm.

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Prohibition

JANUARY 14, 2022

A PR crisis is a negative story about your brand that threatens the reputation of your organisation, causes reputational damage, or negatively impacts sales or stock value. A PR crisis can destroy a reputation in an instant, so it’s crucial to have a plan in place. What is a PR Crisis? Or it could be an act of terrorism.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Engage PR

JANUARY 6, 2018

And if you’re not listening or acting on these conversations then not only are potential opportunities being missed but brand reputation is at risk. A smart social strategy can help businesses develop lead generation, build brand awareness, drive customer acquisition and attract high performing talent.

Social Media 60

Social Media Strategy Media Survey 60

PR in High Definition

AUGUST 27, 2019

If not, they will also slowly chip away at that reputation you’ve worked so hard to build up and eventually crack it completely. If it’s an unhappy customer, then should you pass it on to customer services? Few of us have forgotten Elon Musk’s Twitter debacle over Space X’s submarine and the Thailand Caves.

Crisis 72

Crisis How To Reputation Newspapers 72

Rock the Status Quo

OCTOBER 27, 2015

Potential risk, how to respond in a way that minimizes damage or–in a best case scenario–boost reputation when a troll jumps into a conversation… When you aren’t sure what to do, decision trees can make the decision simple. Let’s give them less of a spotlight, and focus our energy on customer service.

Social Media 100

Social Media Groups Community Guidelines 100

Sword and the Script

DECEMBER 3, 2019

In addition, “Instagram has grown in significance, with 22% selecting it as their most important social channel, up from 9% last year, passing Twitter and closing in on Facebook in importance.”. PR wants to work with fair and reputable reporters the same way reporters want to work with credible sources.

Data 87

Data Enterprise Survey Instagram 87

Sword and the Script

JANUARY 3, 2023

The goal of PR is to influence how the public perceives an organization or individual, and to manage their reputation. The goal of PR is to present an organization or individual in the best possible light, and to build and maintain a positive reputation.”. What are some examples of public relations?

Interviews 98

Interviews Publicity Technology Social Media 98

Prohibition

MARCH 5, 2020

Creating high-quality content can help your brand achieve various goals including increased website traffic, improved online presence and better brand reputation. Many users will pose customer service enquiries straight to social media as they see this as a chance to get an immediate response. Repurpose High Performing Content.

Social Media 62

Social Media Trends Media How To 62

Waxing UnLyrical

JANUARY 27, 2016

Customer service with an attitude of caring and respect. Wouldn’t it be incredible if every PR pro stopped just once a year to listen, and created some kind of trust and reputation audit? I’d also take a close look at customer review platforms (Yelp, LinkedIn, GlassDoor), customer service and the overall customer experience.

Customer Service 40

Customer Service Reputation Energy SEO 40

wiredPRworks

FEBRUARY 11, 2016

LinkedIn, Twitter and Facebook accounts, basic working knowledge of social media. Do your customers see you as the company or person you think you are? Why you need PR more than ever and why PR is really Personality + Reputation. Shaping your brand's reputation. Project your style and protect your reputation.

Training 45

Training LinkedIn Marketing Pinterest 45

Waxing UnLyrical

MAY 19, 2014

Why: Trust and reputation are directly related to the value of business relationships. The Human Touch of Automation: A Customer Experience Experience. Ken Muller shares a personal experience where automation enhanced his customer service experience. Twitter Facebook Google+ LinkedIn Monday Roundup: Value.

Customer Service 72

Customer Service Resources B2B Facebook 72

ImPRessions - Crenshaw Communications

MAY 15, 2018

Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. Southwest later showed good taste along with solid PR judgment by suspending its marketing and advertising. Starbucks’ solution to a venti problem.

Crisis 136

Crisis Privacy Airlines Facebook 136

Prohibition

JANUARY 7, 2022

Crisis management is the process of dealing with an unfavourable situation that could seriously damage a company’s reputation, sales and growth. Crisis management is crucial for high-profile businesses that can be subject to serious damage to their reputation whatever the sise or scale of the crisis. What is a crisis?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

wiredPRworks

JUNE 8, 2016

Already sold out, you can follow conference event action on twitter @MDRTTweet with the hashtag #MDRT2016. Already sold out, you can follow conference event action on twitter @MDRTTweet with the hashtag #MDRT2016. Named one of the top 50 content marketing influencers on Twitter, Barbara's digital brand is @wiredPRworks.

Insurance 40

Insurance Insurance Financial LinkedIn 40