Flack's Revenge

DECEMBER 7, 2020

Think of Google PageRank, the web indexing algorithm that helped make the company the unrivaled search leader and giant it is today; or Facebook’s newsfeed algorithm, or Amazon’s one-click online shopping and recommendation engine. Examples in more modern day tech are all around us, but might not jump out. Not necessarily.

How To 194

How To Wikipedia Engineering Web 194

Prakkypedia

SEPTEMBER 13, 2020

It’s imperative to get to know customer service staff, the finance team, web team and so on, so that the impact of any PR work can be measured across those different spaces. I’ve worked with a number of organisations over the years – large and small – all with various objectives and sets of data.

Measurement 92

Measurement Customer Service Web Course 92

5W PR

NOVEMBER 23, 2020

As such, it viewed and ranked companies across three categories – web, mobile, and cross-channel. To get there, they had to score best practice adoption rates of at least 63% on the web, 72% on mobile, and 82% cross-channel. Of 125 major retailers, only two, Home Depot and JC Penney ranked high in all three categories.

Retail 88

Retail Mobile Study Web 88

Communications Conversations

FEBRUARY 1, 2022

For years, we’ve been debating the merits of “gated” content on the web. And sure, there are many ways brands earn trust–customer service, CEO actions, and pricing just to name a few. But, as content marketing (and the social web) evolved, so did customers’ expectations.

Privacy 88

Privacy Content Marketing Google Web 88

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. Add URL links to your posts to direct customers to your site or landing page. Doing so helps increase web traffic and form completions. Share Tweet Share.

Social Media 105

Social Media Media Customer Service Radio 105

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t.

Infographics 60

Infographics Customer Service Exercises Software 60

PRSay

APRIL 29, 2019

.” The correct answer is the second choice, and that’s because it’s a “benefits headline,” which is a type of headline that entices your readers by showing how your product, service or idea will make your life better. Here are five tips for crafting effective benefits headlines: 1. Pile on the perks.

Writing 154

Writing Retail Training Customer Service 154

Onclusive

JANUARY 10, 2018

Brand lift, moving customers through the funnel more quickly, organizational efficiency, customer service, product development – the list goes on and on. There are so many other thing that can tie content and PR to ROI beyond sales. I want marketers to think more creatively and broadly about what to measure.

Content Marketing 150

Content Marketing Measurement Interviews Marketing 150

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

PRSay

DECEMBER 27, 2022

We’ve all seen users tweet about poor customer service, but via Twitter brands can offer to resolve those issues faster than any other method. For example, if someone in your organization is quoted in your press release, then include a web link to a high-resolution headshot of that person, along with your organization’s logo.

Trends 113

Trends Pitching Twitter Nonprofit 113

Melissa Agnes

SEPTEMBER 12, 2014

TCIP #014 – Toronto Police Service, Their Customer Service and Crisis Preparedness with Chris Boddy. This week on The Crisis Intelligence Podcast, I had the pleasure of chatting with Staff Sergeant Chris Boddy of the Toronto Police Service. What You Need to Learn from DiGiorno Pizza’s Foolish Twitter Gaffe. Listen here!

Crisis Management 191

Crisis Management Crisis Healthcare Customer Service 191

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.

Knowledge Base 52

Knowledge Base Customer Service System Analytics 52

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 147

Media Relations Media Print Software 147

Cision

DECEMBER 2, 2015

Traditional authority has been stripped away, because today, anyone can build a solid social media following and influence the Web with their posts. Quality customer service is appreciated and talked about on social media. Get all of Jeff Bullas’ listening advice today! Influencers.

Brand 120

Brand Branding Employee Social Media 120

David PR Group

DECEMBER 2, 2016

If so, you’re probably vulnerable because millions of people look at online reviews across multiple sites, and it should be a customer service function more than anything else. If your customers, happy or unhappy, are commenting about your business on a review site, who should be monitoring it? But wait, there’s more.

Reputation 40

Reputation Wikipedia Customer Service Engineering 40

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

Melissa Agnes

JANUARY 5, 2015

If you aren’t yet monitoring social media and the web as a whole, then you aren’t ready for anything, never mind to implement the following three must-do strategies. Do your customer service representatives understand their responsibility when it comes to issue management ?

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

Waxing UnLyrical

MAY 2, 2013

I’ve been a web marketer for a long, long time. Having built my first web site ( DVD Verdict ) in April 1999 and managed one of the larger SEO teams in the country from 2006 to 2009, it’s safe to say I’ve seen many changes in web marketing over time. Guest post by Sean McGinnis. That’s a blog post for another day.

Blogging 111

Blogging SEO Web Google 111

ImPRessions - Crenshaw Communications

JULY 6, 2016

Any PR pro who lacks basic SEO and web analytics knowledge should seek additional training, even if it’s basic free background like Moz’s analytics tutorial. The explosion of digital and social media has made every factor of corporate reputation―from customer service to CEO behavior―relevant to brand image, and therefore to PR.

SEO 204

SEO Analytics Measurement B2B 204

Cision

SEPTEMBER 19, 2016

Direct Messages are more dynamic than ever with read receipts, typing indicators, and web link previews. Google Hangouts and Skype are more or less extensions of traditional customer service. Facebook mitigates this somewhat by allowing you to promote initiation on third-party sites using the Messenger embed code.

Skype 120

Skype Facebook Customer Service Google 120

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

Cision

JULY 27, 2017

While your marketing team may be the one to pull together reports and analytics on sentiment and even web traffic, you should use this data to guide future decisions about earned media and content programs, as well as the general strategy for your brand moving forward. Get departments other than marketing involved in the process.

Brand 231

Brand Branding Employee Data 231

Cision

MAY 6, 2015

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. From a digital standpoint, Google Analytics is a great measurement tool to understand customer behavior on a web property.

Engineering 120

Engineering How To Measurement Analytics 120

Waxing UnLyrical

MARCH 25, 2013

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. Shouldn’t every business take getting to know its fans and building relationships this seriously?

Customer Service 101

Customer Service Travel Web Facebook 101

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 ). In 2020 it is a different moment of truth, a different kind of reckoning.

Journalism 156

Journalism Ethics Customer Service Report 156

Shift Communications

AUGUST 28, 2017

Today, we ingest thousands of news articles, millions of social media data points, web analytics, customer service data, CRM data – the list of data sources is nearly endless.

Analytics 96

Analytics Software Technology Data 96

Waxing UnLyrical

NOVEMBER 3, 2014

this week’s roundup features seven posts from around the web focused on business lessons learned from politics. Customer Service, Richard Nixon, and the Silent Majority. Why: Understanding and embracing the needs of the silent majority can boost your customer service ratings.

Customer Service 68

Customer Service Social Media Resources Government 68

Sword and the Script

FEBRUARY 5, 2019

For example, bring your PR and customer service teams into the advertising planning process. Part of the reason people lose their minds about customer service on social media is pure frustration. This particular example is a classic illustration of how the web has changed marketing.

Advertising 60

Advertising Advertising Social Media Twitter 60

Cision

OCTOBER 15, 2015

This is a marvelous, inspiring period of history when anyone can shed the traditional burdens of authority and build true influence on the web through their own merits. 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

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. Muck Rack is a comprehensive all-in-one tool – and it puts customer service front and center. BuzzSumo introduces journalist profiles.

Company 148

Company Tools Technology Software 148

Prohibition

JANUARY 14, 2022

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. For example: A lawsuit alleging dangerous product defects. What Not to Do in a Crisis!

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

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. The main strategic shifts are three-fold, first and foremost, you must have a paid strategy to support your organic efforts.

Social Media 149

Social Media Marketing Media B2B 149

Waxing UnLyrical

JUNE 15, 2011

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. Bill Gerth is the trust agent for Comcast and he responds to customer inquiries and issues with his own voice.

Brand 78

Brand Branding Customer Service Twitter 78

Stuart Bruce

SEPTEMBER 30, 2014

The social web is no longer new, but should be an integral part of how a successful company operates. The CEO’s office, public relations and corporate communications, human resources, marketing, legal and regulatory etc all need to be aware of and ‘owning’ their part of social media.

Social Media 150

Social Media Twitter Radio Sports 150

Sword and the Script

MAY 14, 2016

The face of a nearly brand new iPhone 6s looked like a spider web. Likewise, when experiencing good customer service, 75 percent are likely to share about a good experience and 70 percent are more likely to use a brand’s product or service.”. So I turned to a local repair shop to see what could be done.

Marketing 60

Marketing B2B Local Customer Service 60

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.

Community 78

Community Customer Service Resources Web 78

Stephen Waddington

DECEMBER 30, 2019

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 and the internet have enabled communities to form around an organisation, topic or issue. What we do 5.

Government 103

Government Education Print Ethics 103