Waxing UnLyrical

APRIL 30, 2013

I am a social media advocate. But I hate the ugly side of social media sharing; especially when kids are involved. The image went viral. Susan didn’t even know the image had gone viral until she saw another Facebook friend shared the meme on April 22. The Ugly Side of Social Media Sharing.

Social Media 111

Social Media Reddit Media Facebook 111

ImPRessions - Crenshaw Communications

JANUARY 19, 2017

Good customer service and good public relations have never been more aligned. A company can spend millions on a brand reputation campaign, use high-powered PR agencies, and reap the benefits of CEO thought leadership, but if unhappy customers hit a brick wall instead of help, those investments may be squandered.

Customer Service 120

Customer Service Publicity Insurance Insurance 120

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

Believe it nor not, that figure is relatively low as a percentage of total sales, but the loss of customer trust and public confidence is a great deal harder to measure. Even the hijacking of a brand’s social media account can be damaging. The Viral Customer Complaint.

Reputation 130

Reputation Viral Employee Customer Service 130

ImPRessions - Crenshaw Communications

DECEMBER 21, 2016

Good CX combines people, process and technology to understand, anticipate and consistently deliver a high-quality experience across all of a product or service brand’s touch points, from website to customer service. Everyone loves a story of customer service that goes above and beyond.

B2B 120

B2B Customer Service Software Technology 120

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4).

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Cision

JUNE 15, 2015

Social care (customer service). Take all of that baggage and consider this: marketing professor Jonah Berger writes that before we share something on social media we evaluate its “social currency. There are pragmatic ways to vet social media metrics ( this Cision post explains more about this ).

Viral 120

Viral Facebook Measurement Advertising 120

Cision

NOVEMBER 30, 2015

My hope is that it may offer some perspective to keep you from coming to the wrong conclusions about the applications of digital and social media to communications and marketing. There is not an all-encompassing “social media” Black Friday 2015 was the most social Black Friday on record.

Social Media 120

Social Media Facebook Print Advertising 120

Prohibition

DECEMBER 9, 2021

It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. Today’s fast-paced digital world presents a challenge as customers expectations are higher than ever meaning brands are expected to have full transparency and communicate openly. What will happen if a crisis does happen.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Communications Conversations

SEPTEMBER 3, 2019

One big trend I see accelerating in the social media world in 2019 is the move to more “community” and less “let’s go viral” It’s something I talked about in my trends presentation I put together that I’ve given now to five different groups in the Twin Cities. And, that will happen.

Groups 68

Groups Brand Branding Facebook 68

Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. The best stories will be found, will go viral, and will be so well absorbed that the delivery matters a little less. 5) As a marketing leader in a large enterprise, how have you used storytelling?

Storytelling 84

Storytelling Brand Branding Customer Service 84

Cision

MAY 25, 2017

In the age of social media, brands are quick to try to distance themselves from employees on social media. Numerous companies, in conjunction with PR and HR, make it mandatory that if you are to have a social media profile, it needs to be clear that you are not an official spokesperson of the company.

Employee 129

Employee Brand Branding Policies 129

MaccaPR

FEBRUARY 10, 2015

Welcome to your Taylor Swift Master Class in Social Media Marketing! Who better to instruct us in social media marketing than this 25-year-old, 7-time Grammy Award-winning “public relations genius” (in the words of the Washington Post)? Taylor uses social media to connect one-on-one with 100 million fans at a time.

Social Media 48

Social Media Marketing Media YouTube 48

PR in High Definition

JULY 22, 2019

The topic of fake news has been a mainstay in the media in recent years but, despite being coined at the same time, ‘deepfakes’ are only now beginning to gather interest. The phrase went viral back in May when a doctored video appeared to show US politician Nancy Pelosi drunk in a TV interview.

Media 74

Media Viral Video Newspapers 74

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

Melissa Agnes

NOVEMBER 10, 2014

As technology, social media and the online world continue to evolve, unfortunately, so do the risks that leave your organization vulnerable. If a viral crisis were to strike and hundreds (or more) of people were to navigate to your corporate website for more information, would your website crash due to an overload of traffic?

Crisis 203

Crisis How To Exercises System 203

Prohibition

NOVEMBER 9, 2021

Over the past few years, there has been a significant advancement in social media marketing. These days, customer acquisition, retargeting, retention, and support are all being carried out through social media channels across the whole consumer experience. Hence, the popularity of paid social.

Advertising 62

Advertising Advertising Social Media Strategy 62

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

It’s not alone among social media companies, but the brand has suffered from its casual and misleading response to the situation. As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses.

Airlines 180

Airlines Reputation Journalism Crisis 180

Sword and the Script

NOVEMBER 11, 2014

We post the photos to social media. Those brave enough to jump from an aircraft will upload their video to YouTube and make the photos their social media profile shots. If you enjoyed this post, you might also like: Good Customer Service is Good Marketing . Marketing marketing strategy viral marketing'

Marketing 113

Marketing System Viral Insurance 113

Sword and the Script

MARCH 15, 2022

The product does everything you’d expect from a media monitoring tool. It provides monitoring for print news, online news, broadcasts, podcasts and social media. In terms of social media monitoring, the company checks off the important boxes: Twitter, Facebook, Instagram, Reddit, TikTok, YouTube and forums.

Tools 157

Tools Media Software Analysis 157

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.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Cision

AUGUST 31, 2015

Between the launch of live video streaming apps Meerkat and Periscope in March and recent blow up around the Ashley Madison hack, 2015 has proven how fluid communication has become and how quickly the media can carry a message. We recommend a funny video or article because we want to make others laugh—it’s an act of kindness or generosity.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

prTini

SEPTEMBER 5, 2014

30 Little-Known Features of the Social Media Sites You Use Every Day. Why Public Relations and Media Relations Don’t Mean the Same Thing Anymore. Want to Go Viral? How Dunkin Donuts is Using Social Media to Make Their West Coast Debut a Big Deal. Cheers and happy reading! . S ign up today !

Media Relations 49

Media Relations Case Study Viral Instagram 49

Melissa Agnes

NOVEMBER 10, 2014

As technology, social media and the online world continue to evolve, unfortunately, so do the risks that leave your organization vulnerable. If a viral crisis were to strike and hundreds (or more) of people were to navigate to your corporate website for more information, would your website crash due to an overload of traffic?

Crisis 100

Crisis How To Crisis Management Exercises 100

Prohibition

JANUARY 14, 2022

In today’s world, a negative story about your brand or organisation could go viral in an instant. Your customers could make their displeasure known on your Facebook page and Twitter feed. Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Prohibition

JANUARY 24, 2022

Communicate effectively, quickly and with compassion so your customers know what’s happening, what it means to them, and how you plan to fix it. Crisis communications are key in today’s interconnected social media world. What causes a crisis to go viral? So you can be assured you are dealing with experienced people.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Lauri Pehar Borsh

AUGUST 12, 2015

You do not have to become a viral sensation to be successful! However, having at least a few hundred people who consistently rave about how awesome you are will build credibility within the eyes of the media and your target customer. Build a social media following. Do not simply “sell” on social media.

Enterprise 60

Enterprise Advertising Advertising Pitching 60

Lauri Pehar Borsh

AUGUST 12, 2015

You do not have to become a viral sensation to be successful! However, having at least a few hundred people who consistently rave about how awesome you are will build credibility within the eyes of the media and your target customer. Build a social media following. Do not simply “sell” on social media.

Enterprise 60

Enterprise Advertising Advertising Pitching 60

Prohibition

DECEMBER 17, 2021

Strategic communication during a crisis offers organisations the credibility they need to develop their strategies and re-enter the marketplace in order to provide relevant services to their stakeholders. In today’s social media-driven world, a good crisis management strategy is more important than ever.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

The Stalwart Blog

APRIL 26, 2020

If this is your first time watching, we invite you to look out for the social media posts that we’re putting out every day announcing upcoming shows, topics, speakers, and that way, so you’ll kind of know what’s coming. If you’ve been watching any of the local media, you know that PR crises can take place.

Crisis 78

Crisis Local Facebook Social Media 78

Cision

OCTOBER 16, 2017

Steve Barrett: And that’s social media really in many ways it’s the thing that’s knitted this all together and made the alignment make sense, hasn’t it? Steve Barrett: We’ve all seen those go viral haven’t we? It means comms and marketing have to talk to each other.

Media 202

Media Storytelling Technology Data 202

PR Fuel

NOVEMBER 27, 2018

Zappos is more well-known for their great customer service, going out of their way to make their kings feel like part of the team. These stories weren’t pushed out by the companies themselves (though Zappos CEO Tony Hsieh includes it in his speeches on customer service); they spread organically throughout the web via word of mouth.

Survey 45

Survey Company Customer Service Small Business 45