Melissa Agnes

SEPTEMBER 12, 2014

Enjoy – and be sure to share your #CrisisRoundup with me over on Twitter or in the comments section below. What You Need to Learn from DiGiorno Pizza’s Foolish Twitter Gaffe. TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy. Have an awesome weekend!

Crisis Management 191

Crisis Management Crisis Healthcare Customer Service 191

Cision

SEPTEMBER 19, 2016

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Direct Messages are more dynamic than ever with read receipts, typing indicators, and web link previews.

Skype 120

Skype Facebook Customer Service Google 120

Stephen Waddington

DECEMBER 2, 2019

It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Areas of investment in digital PR The main areas in which brands are spending their digital and social media budget are: video-based content (58%), paid social media activity (58%), and web design and build (47%).

Digital PR 78

Digital PR Report Communications Crisis Management 78

Sword and the Script

AUGUST 4, 2020

The phrase is intended to account for the additional ways a person or company could earn visibility on the web, including traditional news – but more importantly beyond it. The company cites ease-of-use, filtering tools and a focus on customer service as distinguishing qualities.

Media Relations 149

Media Relations Media Print Software 149

PR 20/20

JUNE 6, 2023

The platform is now a comprehensive suite of tools and services to help businesses with their marketing, sales, customer service, and operations. It’s ultimately designed to enable businesses to attract, engage, and delight customers throughout their buyer's journey. More on CMS Hub below. ?

Knowledge Base 52

Knowledge Base Customer Service System Analytics 52

Cision

JULY 27, 2017

However, there’s been a rash of complaints about one of your products on Twitter, and it’s spread like wildfire. Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Customer service can inform you as to what issues are coming up again and again.

Brand 231

Brand Branding Employee Data 231

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

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.

Social Media 149

Social Media Marketing Media B2B 149

Waxing UnLyrical

MARCH 25, 2013

We see thousands of mentions of Chobani every day, largely across Facebook, Twitter, and Instagram. And online, they have a great approach to social media, integrating customer service every step of the way. Lessons in Listening and Customer Outreach From Chobani is a post from: Waxing UnLyrical.

Customer Service 101

Customer Service Travel Web Facebook 101

Waxing UnLyrical

NOVEMBER 3, 2014

this week’s roundup features seven posts from around the web focused on business lessons learned from politics. How Do World Leaders Use Twitter? Why: State and government officials from all over the globe are using Twitter to connect with the public. Customer Service, Richard Nixon, and the Silent Majority.

Customer Service 68

Customer Service Social Media Resources Government 68

Waxing UnLyrical

JANUARY 12, 2015

To help you avoid that trap, this week’s roundup features seven posts from around the web that might help you craft new beginnings for old issues, as it were. Never Underestimate the Power of Consistent Customer Service. Why: Customers enjoy reliability and predictability when it comes to business transactions.

Customer Service 40

Customer Service Web Community LinkedIn 40

Cision

MAY 6, 2015

And when you read through different iterations of Shonali Burke’s Twitter-mediated #measurePR chats, you get the sense that there isn’t a universal PR metric that will satisfy everyone. Marketing is responsible for X, Customer Service for Y, PR for Z.

Engineering 120

Engineering How To Measurement Analytics 120

Sword and the Script

MARCH 2, 2021

The tool has historically helped PR and marketing search through web content to find those pieces that are being shared the most or have earned the most links. Twitter handle. Twitter bio. Muck Rack is a comprehensive all-in-one tool – and it puts customer service front and center. Email (if available).

Company 150

Company Tools Technology Software 150

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

Waxing UnLyrical

JUNE 15, 2011

On Twitter especially, a new term has arisen called “humanizing a brand.” Someone you employ to humanize your brand on Twitter should represent the brand, personify the brand, and embody the brand. Fast Company recently showcased the top 5 trust agents on Twitter. However, when it comes to branding, the opposite may be true.

Brand 78

Brand Branding Customer Service Twitter 78

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.”. Surveys of reporters show they all favor Twitter by a very wide margin. Twitter understands the importance of standing out from the crowd.

Data 87

Data Enterprise Survey Instagram 87

Waxing UnLyrical

FEBRUARY 15, 2013

Considering how active we all are on social media sites like Facebook and Twitter, when Starbucks opens its Delhi location, I’m sure I’ll be among the first customers to visit them, and of course check-in at Foursquare/Facebook and tweet about it too! Image: bfishadow via Flickr, CC 3.0 .

Twitter 94

Twitter Facebook Social Media LinkedIn 94

Communications Conversations

MARCH 19, 2015

Spirit is actively asking customers why they hate airlines like Spirit. Spirit is almost mocking customers on Twitter with its auto-pilot approach and seemingly sending most to a plain, simple contact form for more information. Spirit has multiple Facebook pages dedicated to disparaging the brand (see below).

Airlines 60

Airlines Reputation Brand Branding 60

Prohibition

JANUARY 14, 2022

Your customers could make their displeasure known on your Facebook page and Twitter feed. You can do this by using tools that track keywords related to your brand and monitor consumer behaviour and sentiment on the web. Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Waxing UnLyrical

DECEMBER 20, 2012

Facebook does not allow you to contact people outside your own network unless you have an email list (unlike Twitter). Most of the Likes we have are from people I connected with on Twitter on behalf of the client. The problem is: if I follow you on Twitter, why should I also follow you on Facebook?

Community 93

Community Facebook How To Web 93

Waxing UnLyrical

JULY 21, 2014

This week’s roundup features seven posts from around the web that focus on context. In this guest post for Adam Toporek ‘s Customers That Stick, Tricia Keels relays a personal story where a companies compassion in a dire context led to an exemplary customer service experience. Based in the Washington, D.C.,

Community 78

Community Customer Service Resources Web 78

Waxing UnLyrical

AUGUST 18, 2014

This week’s roundup features seven posts from around the web that focus on attitude. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. Image: aussiegall via Flickr, CC 2.0.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

Stephen Waddington

DECEMBER 30, 2019

I appreciate your comments by email, Facebook and Twitter. Tackling fake news and disinformation: an ethical issue that strikes at the heart of practice The great hope of the web was that it would democratise the publication and sharing of information. The web has overhauled organisational communication and marketing.

Government 103

Government Education Print Ethics 103

Beyond PR

JULY 28, 2017

However, there’s been a rash of complaints about one of your products on Twitter, and it’s spread like wildfire. Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Customer service can inform you as to what issues are coming up again and again.

Employee 80

Employee Journalism Data Technology 80

Waxing UnLyrical

AUGUST 2, 2018

Gather feedback from your sales and customer service teams. Create a group of “client insiders” to provide you with feedback on new products or services. Don’t create custom hashtags. What web pages are they visiting? Connect with her on LinkedIn or Twitter. So, talk to your clients! Create surveys.

Content Marketing 49

Content Marketing Marketing Brand Branding 49

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 customer experience is more important than customer services. Design a customer-focused marketing plan that integrates directly to your customer's community.

Training 45

Training LinkedIn Marketing Pinterest 45

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

Waxing UnLyrical

AUGUST 18, 2014

This week’s roundup features seven posts from around the web that focus on attitude. Why: In this post from the WUL vault, two very different attitudes to customer service and technology caused me to question whether too much technology makes us… well, you know. Image: aussiegall via Flickr, CC 2.0.

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

Waxing UnLyrical

FEBRUARY 9, 2015

If you haunt any of the PR hashtags on Twitter, chances are you’ve come across Jodi. What impresses me about Adam is not just his kindness and work ethic, but how committed he is to sterling customer service. Twitter Facebook Google+ LinkedIn Monday Roundup: With Love, the Social Media Spotlight. Jodi Echakowitz.

Social Media 40

Social Media Media Community Web 40

Beyond PR

JUNE 1, 2016

My career began as a web developer, but led to project management, then marketing automation and demand generation. Other team members started in roles varying from chemical engineering to customer service. PR Newswire’s marketing team is a prime example of how “accidental marketers” can come together to form a great team.

Marketing 40

Marketing Chemicals Analytics Data 40

Waxing UnLyrical

NOVEMBER 22, 2010

Maddie : Lindy and I have talked to thousands of association executives who have voiced their frustrations about the social web. Maddie : I think PR professionals are pretty savvy to the usefulness of tools like Facebook, Twitter, and LinkedIn to raise awareness when the conditions are right. Here’s a Q&A.

Community 82

Community Publicity Web Social Media 82

Waxing UnLyrical

JUNE 7, 2011

Actually, I didn’t come across them so much as they introduced themselves to me via Twitter and email, and asked to see if we could meet up since they’d be in town. You can also include Twitter hashtags, and prioritize keywords. Then, Traackr starts crawling the Web based on your keywords.

System 90

System Twitter Facebook Examples 90

Sword and the Script

JANUARY 7, 2020

Below is a look at a sidebar analysis showing media type, sentiment, estimated reach (as provided by integration with Similar Web), and other metrics: 3) Social media monitoring in Agility. You can monitor Twitter, Facebook, YouTube and Instagram. Setting up social media searches works almost the same way but there is an extra step.

Tools 83

Tools Comparison Media System 83

Waxing UnLyrical

MAY 9, 2016

C4 (Conversation) Case Study: Best Buy Uses Twitter to Enhance Customer Service. Twitter Facebook Google+ LinkedIn Monday Roundup: Understanding The 7C Social PR Framework™. Shonali is mad about ABBA, bacon, cooking, dogs, and Elvis, though not necessarily in that order. Wouldn't you like to be in her kitchen?

Case Study 40

Case Study Study Training Small Business 40

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. … Our Twitter responses during a crisis are not as timely due to the dual responsibilities of our social media representative, Andre Francis.

Social Media 61

Social Media Media Crisis Energy 61

ImPRessions - Crenshaw Communications

MARCH 16, 2021

For B2B communications, LinkedIn is typically the top social destination, and Twitter may also be useful, but few brands prioritize Facebook. . Facebook’s advanced machine learning algorithms, user data, and web tracking and analytics enable greater conversion optimization for ads. . Customer service and customer sentiment .

B2B 344

B2B Facebook LinkedIn Small Business 344

Waxing UnLyrical

MAY 8, 2015

They also have really good customer service. Twitter Facebook Google+ LinkedIn Mother’s Day Gift Ideas: #thoughtfulgifting. I’ve started using Rebtel recently for VoIP-based phone calls, and it’s terrific! The quality is usually far better than Skype, and the prices can’t be beat.

Skype 40

Skype Customer Service Travel Leadership 40