Comcast triples social media customer service team

PR Daily

Comcast has become synonymous with terrible customer service, but now the cable and Internet giant is trying to change that—by throwing more people at the problem. These 40 “social care specialists” will solely handle customer complaints on social media, according to reports. This will triple the current size of its social media customer service team.

How to provide excellent customer service on social media

PR Daily

Of all the social media benefits and uses for organizations, none compares to customer service opportunities. Customer service is a “feast or famine” function. If done well, the benefits can be enormous—even viral. When handled poorly, these instances are almost guaranteed to go viral (in a way no brand manager wants). Consider the following: Eighty percent of companies believe they deliver superior customer service, but only 8 percent of customers agree.

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How Public Relations And Customer Relations Can Work Together

ImPRessions - Crenshaw Communications

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. In the age of social media, an unhappy customer has access to a digital megaphone to share their anger, and most are only too happy to use it.

DiGiorno takes advantage of viral Little Caesars video

PR Daily

DiGiorno’s social media team showed it was “hot ’n’ ready” to spar with Little Caesars over a viral video. Eater reported : The video quickly went viral, according to People , and was fueled by all-around best person on the internet Chrissy Teigen, who.

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Dillard’s apologizes after breastfeeding mom’s post goes viral

PR Daily

In a Facebook post—that garnered significant attention online—Chattanooga Dillard’s customer Whitney Hale describes her recent experience attempting to breastfeed inside of the store: I searched for a quiet secluded area to nurse my child. The employee at customer service nodded. Upon becoming aware of this situation, our store manager immediately reached out to our customer and apologized.

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The Ugly Side of Social Media Sharing

Waxing UnLyrical

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. Communication Customer Service Guest Posts Social Media facebook Imgur meme Reddit social media sharing Guest post by Jenelle Conner. I am a social media advocate. It’s where I work. I love the collaborative energy, thoughts and community.

Marketing as a Bona Fide Profit Center

Sword and the Script

Most importantly, Rainbow Play Systems of North Carolina is very accommodating, based on my conversations with parents and customers. . At first glance, it might seem the company is in the services industry – catering to birthday parties – but the company sells playground equipment and kids’ furniture. If you enjoyed this post, you might also like: Good Customer Service is Good Marketing . Marketing marketing strategy viral marketing

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Instagram fights bullies, Blue Bell’s viral mess, and the top reason consumers unfollow brands

PR Daily

Blue Bell faces viral challenge meltdown. A viral video of a person opening a carton of Blue Bell ice cream, licking the top layer and putting it back in the store freezer has inspired others to do the same with ice cream and other products under the hashtag #icecreamchallenge. Why you should care: The Wall Street Journal called the challenge “ the wrong sort of viral advertising.” Make sure your crisis response plan is ready for an unwanted viral moment.

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Barbie’s bid to close the ‘dream gap,’ the perils of commenting on Hong Kong, and viral whisky ‘Tide pod’ gets jeers

PR Daily

Custom Culture???????????????????????????????????????????????????????… The efforts underline the importance of encouraging passionate fans of your products and services to post their stories across social media. McDonald’s is hoping to replicate the success of Popeyes’ viral chicken sandwich. The post Barbie’s bid to close the ‘dream gap,’ the perils of commenting on Hong Kong, and viral whisky ‘Tide pod’ gets jeers appeared first on PR Daily.

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Building Brand Invincibility Requires Conscious Compassion

Melissa Agnes

This episode explores: How the world of customer service has changed since United Breaks Guitars. How no customer should be seen as “statistically insignificant” – and if that is the mindset and culture within your organization, you have some work to do.

South Dakota meth PSA goes viral, Chick-fil-A drops donors after LGBTQ protests, and 72% of consumers switch to competitors after bad service

PR Daily

The ad went viral as Twitter and other social media users ridiculed the slogan. The Northridge Group’s State of Customer Service Experience 2019 report revealed that 72% of consumers are likely to switch to a competitor after only one negative customer service experience. The post South Dakota meth PSA goes viral, Chick-fil-A drops donors after LGBTQ protests, and 72% of consumers switch to competitors after bad service appeared first on PR Daily.

How Southwest Airlines creates meaningful, memorable content

PR Daily

He also shared the airline’s viral Operation #RescuetheDress story, which tracked Southwest’s efforts to deliver a bridesmaid’s dress to Costa Rica. The delightful customer service caper trended on Twitter and earned widespread media coverage. He says the airline pours social media content into three buckets: Transactional content is used to provoke customer action, such as fare sales. Operational content communicates information or updates to customers.

Report: 55 percent of consumers complain on social media to see results

PR Daily

When traditional customer-service avenues don’t offer a solution, many consumers turn to social media. The last thing these brand managers want is a PR crisis that extended from a social media post gone viral. Airing customer service grievances online has become increasingly common. Think about it: If you understand how ruinous a bad customer experience can be, you want to avoid them at all costs.

Storytelling is the Essence of Brand Development; Off Script No. 44: Jeffrey Crow

Sword and the Script

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. In my experience, many tech brands overlook this essential part of the go-to-market strategy and instead focus too stringently on the technology instead of what the technology is able to address for customers in the market. The best stories will be found, will go viral, and will be so well absorbed that the delivery matters a little less.

What’s New In B2B Tech PR For 2017

ImPRessions - Crenshaw Communications

In a world of rabid competition, the customer experience can be all that stands between delight and the dreaded zero stars on a review site. 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. B2B content will become more customized.

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5 lessons from America's most hated companies

PR Daily

The site reviewed customer service metrics along with employee satisfaction, company policies and price performance to determine who earned the dubious distinction of “most hated companies in America.”. The airline embraced this image, publishing a “ State of the Hate ” report in 2014, but reverse-psychology marketing campaigns won’t stop consumers complaining about a lack of service. Comcast and DISH Network: Customer service is still key.

Putting the public in public relations: PR is everyone’s job

Media Bullseye

Almost any consumer-facing company has had an unhappy customer or two (or more), but the difference between pre-social media and post-social media is the amount of attention any one interaction can have. Small issues—like a squashed burger or fast food that doesn’t quite look like the promotional pictures—might elicit a chuckle or two and receive some level of viral attention, but they are unlikely to rise to a level of even minor crisis.

Reese’s responds to online criticism with ‘All Trees Are Beautiful’ campaign

PR Daily

Please send us a note so we can help,” then directed to Hershey’s customer service page. Unfortunately for Reese’s the story went viral (despite this not being the first year that Reese’s trees have come under fire for their un-tree-like appearance), and the social media complaints became legion. However, shortly after the mea culpa, and with social media users’ complaints going viral, the brand’s social media team responded the best way it knew how.

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How to Build Brand Awareness & Thought Leadership

Contently - Strategy

Brands love to talk about going viral; Dubin actually did it. The brand’s success was about more than just going viral or getting lucky. Every purchase, TV commercial, customer service call, and tweet contributes to the relationship, whether good or bad.

Report: Consumers want to be entertained on social media

PR Daily

Going viral still seems the favored way to score a big social media success. Brand managers prioritize “likes” and comments, shares and retweets, and interaction with customers. However, social media has a lot more to offer than just viral moments. At the top of the list: poor customer service. The study cites an interesting consumer shift away from discounts and sales and toward entertainment and customer interaction.

5 ways social media has reshaped the PR industry

PR Daily

Thanks to social sharing, an article in a small local publication in the middle of the country may go viral online, spreading globally and becoming the next big story. Failure to monitor social media for brand mentions and have a plan in place for responding to customer feedback (both good and bad) could mean a missed opportunity at best ( like the Red Lobster-Beyonce faux pas from early 2016 ) or a full-scale crisis at worst ( United Airlines ).

Who Were The PR Winners And Losers of 2017?

ImPRessions - Crenshaw Communications

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. In fact, the more lasting impact will be felt in the form of greater customer-service consciousness across the major industry players. Not only was it negligent in maintaining security, but it waited months before telling customers that their information might be compromised.

Can You Prevent Your Next Crisis?


It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. This is a guest post by Peter LaMotte , the chief of digital engagement at Levick. Peter will present his free “ Crush Crises Before They Spread ” webinar on June 1o. Is prevention of a crisis possible? Unfortunately, in today’s age of rapid information sharing, probably not.

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The Most Recommended PR Tech Vendors [PR Tech Sum]

Sword and the Script

That’s a mouthful of buzzwords, but Ryan Reeves, a product manager for the company, added some context on LinkedIn: “Signals uses AI to continually read trillions of articles to detect important company trigger-events (viral articles, product launches, financials, partnerships, headcount changes, etc.) She joined the company as a sales associate in 1987 and before her promotion served as the company’s chief customer service officer.

Listen, Then Speak: 10 Quotes on Social Media Listening


ET, Neal Schaffer, Jay Baer, Jeff Bullas, Mark Schaefer and Scott Stratten will convene at the “ Practice Listening: From Competitors to Customers ” webinar. Listening to customers is more important than it’s ever been because their feedback is manifestly public where it’s historically been private. Customers are no longer whispering their complaints to their neighbors at dinner tables.

5 outstanding podcasts for PR pros

PR Daily

For PR pros who are interested in social media trends and viral campaigns sweeping the Internet, check out the TL;DR podcast (a subset of On the Media.). Each week, Jay Baer talks with business, social media and marketing professionals on topics such as digital customer service, building brand recognition, giving great presentations and embracing your organization’s detractors. One-third of Americans 12 years or older have listened to at least one podcast.

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Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

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. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

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5 ways social media has reshaped the PR industry

PR Daily

Thanks to social sharing, an article in a small local publication in the middle of the country may go viral online, spreading globally and becoming the next big story. Failure to monitor social media for brand mentions and have a plan in place for responding to customer feedback (both good and bad) could mean a missed opportunity at best ( like the Red Lobster-Beyonce faux pas from early 2016 ) or a full-scale crisis at worst ( United Airlines ).

Be Human: 4 Lessons From xPotomac 2015


If you want content to take off and go viral, think about emotional storytelling, not necessarily what everyone else is doing. Examples from their recent book covered how a “no email” culture helped increase one company’s productivity and communication, while a “no call center” solution increased a bank’s customer service.

Facebook’s pushing Groups, but how can brands really use them?

Communications Conversations

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. I could see brands developing groups for loyal super-fans as a way to facilitate customer service and innovation.

The importance of a social media strategy #engaging

Engage PR

While in the past, million pound budgets would be confidently spent against outdoor media campaigns without much insight into the demographic breakdown of who saw the ad and what action it led to, now technology and social media can provide businesses with granular customer information not just to understand the impact of the now but to shape even more targeted and efficient campaigns in the future.

30 jobs in the PR and marketing world

PR Daily

Use video to strengthen customer relationships. Certain types of personalization technology can give marketers the tools to include customers’ names and interests in your outreach. From VidYard: Your customers can’t help but take notice when you speak right to them. Tastemade is looking for its next viral video content expert. Customer service manager— Frontline Hospitality Recruitment (Australia).

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What’s the crisis response if you’re off the grid?

PR Daily

Another aspect of this training may even incorporate customer service. As we’ve seen, poor customer service incidents make for great viral videos, whether it be in a fast-food restaurant or on the tarmac. The effective handling or the unexpected interactions with customers can go a long way toward preventing the types of crises that start without you.

Creepy Tales From Comcast and Verizon Support

Flatiron Communications

Earlier today, Buzzfeed’s Charlie Warzel tweeted a link to his story that exposed Verizon for giving preferential help to customers with large social followings. Who can forget the Comcast repairman who fell asleep at a customer’s home while waiting on the phone for his supervisor? The homeowner grabbed his video camera and the resulting YouTube clip went viral big time.

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3 guidelines for using social media monitoring during a PR crisis

PR Daily

Tuned-in organizations realize that social media improves their businesses and fine-tunes critical customer service, employee relations and operations, one tweet or snap at a time. Sure, a media monitoring service for capturing print and online placements, broadcast segments and general mentions is crucial. Keep a log of customer and consumer feedback for planning and message nuances. Even with a traditional monitoring service, more can be done to get better results.

Lisa Buyer’s Must ???? Read Picks In Search Engine Journal

Social PR Chat

It’s your brand’s publication, newsroom, content publisher, and customer service hub. Going Viral: Lisa Buyer Picks @ChipotleTweets as PR Video of Year in @Passleme Awards. So much information, so little time. This month I published my first article in Search Engine Journal, Yay! You might notice a new twist to my typical social PR angle. . What’s the big deal with Search Engine Journal ? I <3 this publication because of its savvy editorial content.

Misinformation 2.0: Deepfakes are the biggest threat to media today

PR in High Definition

The phrase went viral back in May when a doctored video appeared to show US politician Nancy Pelosi drunk in a TV interview. Imagine waking up to find a doctored video of you has gone viral, you’re being showered with vile abuse and you’re almost powerless in disproving its authenticity. Of course, by the time staff internally have established that it’s fake, the video will have gone viral, making the situation even more challenging.

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What American Airlines’ crisis response can teach brand managers

PR Daily

What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident. The actions of our team member captured here do not appear to reflect patience or empathy, two values necessary for customer care. Combine these trends and expect more and more disturbing airline videos to emerge and go viral.

5 Common Misperceptions of Social Customers


It also presents businesses a conundrum: the need to reach and convert online consumers has accelerated, yet much belief about digital and social customers is counter-intuitive. What I want to do in this “Cyber Monday” piece is to look at five common misunderstandings about communicating with and converting digital and social customers. Customers want more than deals and discounts.

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Report: CSR, trust and social media paramount to building brand loyalty

PR Daily

Businesses must adapt better to customers' changing needs and desires, according to a study investigating trends in consumer behavior. Trust was another common theme among the survey’s respondents, and consumers said brand managers can gain their trust in a multitude of ways—from having a transparent and relatable chief executive, to sourcing high-quality ingredients for its products and providing outstanding customer service online. “A