PR 20/20

DECEMBER 10, 2014

She enjoys sharing tips on media monitoring and analysis. As social media has become more and more popular throughout the world, it is important for companies to adopt a new outlook toward customer service. Below is a guest post by Elizabeth Victor, a brand advisor for iSentia. You can find her on Twitter and Google+.

Customer Service 76

Customer Service Social Media Media Analysis 76

5W PR

MARCH 13, 2025

While sales took two years to recover, the company’s commitment to transparency helped rebuild customer trust.

Crisis 78

Crisis Examples Industry Crisis Management 78

Onclusive

JUNE 1, 2023

It’s a reactive measurement for campaign analysis and overall performance reporting. Social media listening is more proactive , capturing quantitative and qualitative data to anticipate trends, sentiment, and consumption styles. If you’re thinking that influencing sits with marketing, you’re mistaken.

Strategy 370

Strategy Communications Reputation Measurement 370

Prowly

JANUARY 29, 2025

1 Collect data across channels Monitor social media, reviews, and direct customer interactions. 2 Compare against competitors Use share of voice and sentiment analysis to assess your relative position. Use market benchmarks and monitor customer loyalty. Use tools dedicated to media monitoring and brand sentiment analysis.

Measurement 104

Measurement Brand Branding Analytics 104

5W PR

FEBRUARY 14, 2025

Assign specific roles: Primary spokesperson Information gatherer Social media monitor Customer service lead Operations coordinator Run quarterly mini-drills lasting 30 minutes to practice crisis scenarios. Choose team members who demonstrate good judgment and stay calm under pressure.

Small Business 78

Small Business Crisis Communications Crisis Communications 78

Prowly

DECEMBER 4, 2024

SEE NEW MEDIA MONITORING FEATURES IN ACTION 4 ways to get more strategic with media monitoring Read the theoretical scenarios below and learn how to conduct coverage analysis, build strategic dashboards, create focused mention alerts, and refine queries. Scenario 1. Which aspects should you consider?

Data 104

Data Media Product Launch Analysis 104

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. If they are in any way responsible for content, customer service, monitoring or answering fan questions, they need to have a deeper level of training. A fast food worker stomps in a lettuce bin and posts it on YouTube.

Social Media 239

Social Media Crisis Training Media 239

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. Help Prevent A Crisis With A Social Media Risk Analysis.

Crisis Management 191

Crisis Management Crisis Healthcare Customer Service 191

Shift Communications

SEPTEMBER 13, 2016

PR service isn’t customer service. Behind a counter, it’s good for business to go along with all of your customer’s wishes. Additionally, be sure to include analysis of actual work vs the outlined plan in monthly reports to your client. Client relations are not customer service. Savannah Whitman.

Customer Service 60

Customer Service Course Internal International 60

Sword and the Script

JULY 30, 2024

News coverage fuels social media; but increasingly, social media fuels the news; shaping opinion on social media boils down to authenticity, experience and customer service More consumers trust social media for information than other conventional sources, including traditional news, business and government.

Survey 175

Survey Social Media Consumer Media 175

Cision

OCTOBER 25, 2016

Customer Service (Social Care). Social media has been a disruptive force to a lot of different aspects of our lives, perhaps no more so than for customer service (often referred to as “social care”). You don’t necessarily have the option to provide social care to your customers; they increasingly expect it.

Social Media 120

Social Media How To Media Customer Service 120

Remote PR Jobs

FEBRUARY 15, 2023

But the power of AI goes beyond content generation, and can assist PR teams with tasks like data analysis and customer service. Zapier, a competitor, offers similar services for small businesses. Customer Service AI-powered chatbots are becoming increasingly popular in providing customer service support online.

Technology 130

Technology Customer Service Software How To 130

Cision

MAY 18, 2015

Competitor analysis. Influencer detection and customer relationship management. Probably the least exciting aspect of social listening is customer service. 31 percent of social users interact with brands to gain direct access to customer service representatives or product experts. Need help with data?

Customer Service 120

Customer Service Social Media Analysis Data 120

Waxing UnLyrical

JUNE 12, 2013

An organization can deliver a customer experience that exceeds industry norms by a factor of 10, but if the customer was expecting one that was 11 times better, the organization has failed. Expectations are everything in customer service, and PR professionals play an important role in creating customer expectations.

Customer Service 106

Customer Service Publicity Film Measurement 106

Onclusive

AUGUST 9, 2021

Media Monitoring & Analysis. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service. Community management entails social monitoring, responding to customer inquiries, and passing items along to customer management when needed.

Training 370

Training Media Training Crisis Communications Reputation 370

Sword and the Script

APRIL 23, 2019

Analysis: A 19% difference is a pretty wide gap. Analysis: There’s been a real push in some circles of PR for brands to take a stand. Analysis: Customer experience or CX is one of the hottest trends in business at the moment. When the survey asked, “Are you likely to communicate about societal issues?”

Technology 149

Technology Study Communications Survey 149

5W PR

JUNE 13, 2023

It gives customers the confidence to make informed purchasing decisions without physically trying the products. Skincare Analysis and Customization AI can analyze skin conditions and provide personalized skincare analysis. This information can be used to recommend customized skincare routines.

Analysis 88

Analysis Customer Service Trends Data 88

Sword and the Script

AUGUST 4, 2020

Look for our session titled, “Earned Media Trends and Best Practices Revealed in an Analysis of the 2020 JOTW Communications Survey.” The company cites ease-of-use, filtering tools and a focus on customer service as distinguishing qualities. The event is free for 48 hours on August 19-20, 2020, after which access will cost $97.

Media Relations 178

Media Relations Media Print Software 178

Onclusive

AUGUST 30, 2023

Whether it’s social media, advertising campaigns, or customer service interactions, the brand’s voice, tone, and messaging should remain cohesive. You can use the following three key tactics in your PR and comms strategies to increase brand awareness: 1.Consistent

Brand 195

Brand Branding How To Reputation 195

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

Agility PR Solutions

MAY 11, 2022

While consumers are open to the benefits of personalization that AI provides, marketers still have work to do to make those interactions feel truly personal and valuable, new research from customer data platform (CDP) industry analysis firm CDP.com reveals.

Consumer 78

Consumer Customer Service Marketing Analysis 78

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. With that said, social media sites provide opportunities for organizations to increase customer loyalty by presenting meaningful online discussions.

Social Media 105

Social Media Media Customer Service Radio 105

Sword and the Script

MARCH 15, 2022

This includes key charts such as volume of coverage, share of voice, and sentiment analysis. Natural language processing (NLP) and sentiment analysis are white-labeled from outside companies including Google. Further, Truescope seems to be able to access the processing power without jacking up the cost for customers.

Tools 165

Tools Media Software Analysis 165

5W PR

APRIL 25, 2023

It automates tedious tasks like data entry and customer service, freeing up employees to tackle more strategic work. AI-powered chatbots and virtual assistants can provide 24/7 support, improving response times and reducing the need for human customer service representatives.

B2B 97

B2B Customer Service Data Analytics 97

Waxing UnLyrical

MARCH 19, 2013

In Justin Goldsborough’s great recent piece on social media-fueled customer service, originally titled “ Technology has changed, Customers’ expectations haven’t ,” he points out that. “a What kinds of analysis or data do you use to integrate community cool while holding the deluge of codswallop at bay?

Community 102

Community Communications Case Study Customer Service 102

Cision

MAY 3, 2017

Couldn’t there have been a better way to evaluate the risk of the situation and build an understanding of what customers need and what a brand’s risks really are? Yes, absolutely, and it starts with an analysis of user generated content. This is the new paradigm airlines are going to have to live in.

Airlines 137

Airlines How To Engineering Radio 137

5W PR

FEBRUARY 8, 2021

Power survey showed that more than half the first-time home buyers polled (54%) felt angry or confused when their mortgages were turned over to mortgage servicing companies. Bad customer service headed the list of complaints followed by poor self-service. What device(s) and what location(s) will be employed?

Customer Service 88

Customer Service Policies Analysis Training 88

Contently - Strategy

OCTOBER 3, 2024

Like Ahrefs, it comes with a comprehensive set of platform features and benefits, including keyword research, competitive analysis, a suite of content marketing tools, rank tracking, and much more. The tool also provides comprehensive traffic analysis, revealing where your visitors come from and how they engage with your site.

SEO 89

SEO Content Marketing B2B Tools 89

Critical Mention

MARCH 15, 2019

Comparing mobile versus desktop users should be part of this analysis. Alexa Lemzy is the blog editor and customer service maven at TextMagic. She loves to research and write about the ways mobile technologies and mobile marketing transform modern businesses and customer experiences. Until next time! Critical Mention.

Mobile 109

Mobile Social Media Marketing Media 109

Stephen Waddington

SEPTEMBER 5, 2018

A growing third party technology market has developed alongside social media platforms and internet publishers to address the opportunity to turn content and conversation into competitive intelligence, trends analysis and brand insight. Services vary between basic queries to complex search strings. unsplash-logo Rahul Chakraborty.

Web 68

Web Social Media Tools Enterprise 68

Cision

NOVEMBER 30, 2015

Social care (customer service) continues to be one of the top reasons that people initiate social media interactions with brands. Most data-based analyses dispute this, but social mythology tends to intimate that social customers are both free and available to purchase from you with the properly applied voodoo. Conclusion.

Social Media 120

Social Media Facebook Twitter Print 120

Cision

OCTOBER 16, 2017

So, I think what will end up happening is, I think, a good healthy mix on the recruiting side is to say, “I am going to hire some people who really come more from that storytelling background and I’m going to get someone who kind of has a little bit more of that analysis background,” and kind of get those complementary skill sets working.

Media 202

Media Storytelling Technology Data 202

The Hoyt Organization

APRIL 17, 2024

And as a result, you can turn potential PR crises into opportunities to showcase your responsiveness and excellent customer service. Competitor Analysis Google Alerts is a great way to monitor your competitors’ activities. It can also help you create customized services to meet their needs and challenges.

Google 87

Google Publicity Customer Service Web 87

Cision

NOVEMBER 17, 2016

Investigative journalists today are generally very accomplished in the use and analysis of data and gathering information online. Automated customer service. What is the biggest mistake investigative journalists are making and how can they avoid those pitfalls? I prefer speaking with human beings. Become a Headline Hero.

Journalism 120

Journalism Film Fashion Report 120

Buzzstream

DECEMBER 6, 2024

However, based on our analysis of thousands of tweets, except for #prrequests, most media requests on X were from UK-based journalists. Id say overall their customer service is also a standout for me. The main hashtags used are #journorequests, #prrequest, #mediarequest, and #bloggerrequest. Why might it not be the best fit?

Case Study 116

Case Study Pitching B2B Tools 116

Institute for Public Relations

JUNE 26, 2023

An analysis of 200 customer service calls from a large American apparel retailer and 941 customer service interactions from a Canadian multi-channel retailer … Continue reading Consumers Prefer Concrete vs. Abstract Language →

Consumer 52

Consumer Apparel Retail Customer Service 52

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. Measurement. Pauline Chow , a data scientist at Clique Inc., Right now, social media is a playground where they are trying new things.

Media 120

Media Social Media Community Measurement 120