Stephen Waddington

MAY 9, 2020

Almost everything that we have learnt about the impact of the internet on organisations in the last two decades was foretold by a book published in 1999. It’s a theme at the heart of Douglas Rushkoff’s new book Team Human. It is continuing to update its customers with travel and timetable updates. It’s a fine line to tread.

Brand 157

Brand Branding Travel Government 157

PR 20/20

JANUARY 22, 2019

Editor’s Note: The Book Clubbin’ series recaps business and marketing related books read by the PR 20/20 team each quarter as part of the agency book club. This series will highlight key takeaways and top tips directly from each book club book. This is customized to tailor to the receiver's needs.

Strategy 55

Strategy Marketing Customer Service Consumer 55

Cision

NOVEMBER 2, 2015

You need to adapt your customer service strategy for social media. Today, it’s easier than ever for customers to share their experiences with your brand – and if their experience is bad, it’s also easier for the rest of your audience to see and take note. Check out our free tip sheet! Respond quickly.

Customer Service 120

Customer Service Social Media Creativity Reputation 120

ImPRessions - Crenshaw Communications

JULY 6, 2016

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. They must offer ideas and inspiration, not just great products and services. Back in the day, we rented a TV entertainer or book author for a product launch.

SEO 204

SEO Analytics B2B Measurement 204

Cision

JANUARY 9, 2017

But this post isn’t about helping you write your book. Publishing a book can also add credibility and authority to your company as well as your personal brand. In this post, we will look at some of the services that are available to produce a self-published book of content relatively cheaply. The Book Patch.

Print 120

Print How To Local Customer Service 120

Cision

OCTOBER 10, 2015

Respond quickly to questions and concerns to highlight your brand’s top-notch customer service and keep current customers from looking at other pastures. Brands who fail to lead these lost sheep back to where they want to belong can see a 15 percent increase in their churn rate.

Social Media 120

Social Media Brand Branding Customer Service 120

Cision

OCTOBER 24, 2015

Customer service departments have had to shift their strategies, while HR departments have started to turn employees into brand advocates. Get the free “LiSTEN” e-book today! Social media has become a centerpiece for brands’ reputations. Now, your brand must think on a global scale. Want more insights on social media listening?

Social Media 120

Social Media Real Estate Media How To 120

ImPRessions - Crenshaw Communications

MAY 1, 2018

If everyone’s already talking about artificial intelligence and customer service, for example, a good byline will address a newer industry frontier, or weigh in on the impact of customer service bots on the consumer relationship. Don’t shy away from edgy or contrarian viewpoints.

B2B 147

B2B Leadership Customer Service eBook 147

Marketwired

JANUARY 26, 2016

I had an interesting customer experience yesterday that reminded me how easy it is to break someone’s trust in a brand. One of my favorite brands is—was—a simplified graphic design program that I even mention in my new book, Above The Noise ( in bookstores January 27 ). I needed help and I needed it fast. Condescending.

Brand 100

Brand Branding Customer Service Reputation 100

ImPRessions - Crenshaw Communications

APRIL 24, 2018

Look for authors of recently published papers and studies, books, or industry consultants who teach as adjunct professors. If you have booked your executive as a speake r or panelist, you’ve created opportunities for face to face connections with analysts, journalists, and other thought leaders.

B2B 136

B2B Brand Branding Trade Shows 136

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 ). Next up: A PR truth-telling how-to guide (and no, it is not the shortest book ever written!).

Journalism 156

Journalism Ethics Customer Service Report 156

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

Flack's Revenge

DECEMBER 7, 2020

If you plug “secret sauce” into the Google Ngram viewer , which charts word usage in books dating back to 1900, you will see the first mentions in the early 1970s (confirming the Burger Wars theory), with rapid growth occurring around 2000 (perhaps, not coincidentally, during the dot com boom). Not necessarily. Just ask Zappos.

How To 194

How To Wikipedia Engineering Web 194

Critical Mention

APRIL 6, 2017

What are your top three business books? His customer service and social media clients have included American Express, Sprint, SAP, The US Department of Defense, Royal Bank of Canada, Snapple, NASA, Walt Disney World, Discovery Networks, Harrah’s Hotels and many more. The Art of War, Sun Tzu. Losing my Virginity, Richard Branson.

Customer Service 97

Customer Service Hotels Banking Social Media 97

David PR Group

MARCH 16, 2020

Example: Over the weekend, I began efforts to cancel a spring break trip that I booked on vacation rental platform VRBO. A day earlier, Airbnb announced that it would issue 100% refunds for bookings impacted by the pandemic. According to the website, canceling on short notice would mean forfeiting the entire cost of the trip.

Communications 106

Communications Brand Branding Policies 106

Prowly

APRIL 10, 2025

It was a by-the-book reaction. Staying on the same medium shows that the brand speaks with the customer's voice and helps manage the brand's reputation smoothly. Train customer service and social media teams on best practices. This swift action helped minimize long-term damage to the brand's reputation.

Social Media 104

Social Media Reputation How To Media 104

Cision

NOVEMBER 30, 2015

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. Social care (customer service) continues to be one of the top reasons that people initiate social media interactions with brands.

Social Media 120

Social Media Facebook Twitter Print 120

Cision

MAY 6, 2015

After all, there are plenty of books and posts and miscellaneous expositions claiming the same. 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.

Engineering 120

Engineering How To Measurement Analytics 120

Sword and the Script

JULY 30, 2019

Not any more than, a CRM database is customer service. As I’ve pointed out before, many leaders on the business side haven’t picked up a marketing book since college. Marketing technology (martech) is not marketing. Or consider these comparisons: Graphic design software is not creativity. A spreadsheet is not accounting.

Marketing 107

Marketing Comparison Enterprise Technology 107

Cision

MARCH 7, 2016

Brands must turn to an all-in-one social listening software that can sift through thousands of daily posts and comments to identify potential crises, sales opportunities and customer service issues. Measure Results. Social media has been around for a decade, but only 42 percent of marketers have confidence in their measurement.

How To 120

How To Enterprise Social Media Customer Service 120

Cision

OCTOBER 30, 2015

Social conversations can help develop sales leads, improve customer service and highlight employees’ acts of kindness, but only if brands know how to listen closely to what their audiences are saying. Get the LiSTEN e-book today! How do brands decide who to target when there are so many users and networks to choose from?

Pinterest 120

Pinterest Privacy LinkedIn Instagram 120

David PR Group

JULY 20, 2016

In his latest book, Visibility Marketing , Avrin pulls no punches after years of consulting with companies about messaging and marketing. According to Avrin, whose book launches this week, the marketplace is populated with great companies that are smart, strong, lean and good at what they do. Ouch, right? What led him to this?

Marketing 40

Marketing Exercises Customer Service Case Study 40

Cision

DECEMBER 28, 2015

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Put resources into fast social care (customer service). Amazon responds to every inquiry and either solves or redirects every social inquiry to an appropriate customer service function.

Twitter 120

Twitter Brand Branding Customer Service 120

Stuart Bruce

SEPTEMBER 30, 2014

One of the perceived dangers of a CEO or c-suite Twitter account is that it will be ‘swamped’ or ‘attacked’ with questions and comments on every aspect of the business from sales and customer services to CSR and recruitment. public relations'

Social Media 150

Social Media Twitter Radio Sports 150

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

Cision

AUGUST 31, 2015

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. Preparing for crisis. “If you’re a B2B, that doesn’t mean you’re immune to a crisis happening.”

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

PR 20/20

AUGUST 6, 2019

Editor’s Note: The Book Clubbin’ series recaps business and marketing related books read by the PR 20/20 team each quarter as part of the agency book club. This series will highlight key takeaways and top tips directly from each book club book. Happy customers are your greatest asset to fuel your brand’s success.

Marketing 40

Marketing How To Customer Service Groups 40

Stephen Waddington

JANUARY 6, 2019

In this show they discuss publicity, books, objectives and jobs for 2019, and robots. Fairy tale of public relations Sarah published a new #FuturePRoof book at the end of 2018. It’s backed up by first rate customer service. Sarah Hall and Stephen Waddington are back. We set the record straight.

Radio 76

Radio Customer Service Small Business Analytics 76

ImPRessions - Crenshaw Communications

MAY 18, 2018

Some customers are initially attracted to certain brands because they like their ad message. Others are loyal because of a good experience with product quality or customer service. They’ve become an enduring part of your life and are woven into enjoyable memories or happy experiences. 4 ways PR creates brand attachment.

Brand 149

Brand Branding Storytelling B2B 149

Waxing UnLyrical

NOVEMBER 22, 2010

better, more responsive customer service, or fundraising, or reaching younger stakeholders, etc.). There are a ton of books being published on community and how social media plays into that. There are a ton of books being published on community and how social media plays into that. Why not book me for a speaking gig ?

Community 88

Community Publicity Web Social Media 88

Waxing UnLyrical

SEPTEMBER 7, 2010

Be Social September 7th, 2010 Tweet Today BNET published my second post, focusing on how companies can use social media to turn customers into evangelizers. Who’s in customer service? I’m not a customer service “professional.&# Read Me On BNET Watch Me In Action Book Me! Wanna Subscribe?

Social Media 58

Social Media Customer Service Media Tourism 58

Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. Our story and go-to-market approach around offering a heightened “concierge” level of service was derived from market and customer insights as well as the heritage of the brand.

Storytelling 89

Storytelling Brand Branding Customer Service 89

Contently - Strategy

NOVEMBER 14, 2018

Every purchase, TV commercial, customer service call, and tweet contributes to the relationship, whether good or bad. For each e-book, we spoke with some of the most insightful content marketers out there to uncover their biggest tips and pain points. Click here to read the entire first e-book. A model for success.

Leadership 106

Leadership Brand Branding How To 106

Rock the Status Quo

OCTOBER 27, 2015

Thanks to his upcoming book, Hug Your Haters , we’ll be focusing the conversation around social media conflict and what he calls “haters.”The ”The book hasn’t been published yet and I haven’t been fortune enough to get a sneak peek of this one, so I assumed it was about trolls. It’s a win-win.

Social Media 100

Social Media Groups Community Construction 100

Critical Mention

APRIL 6, 2017

You are known for your best-selling book on customer service, “Zombie Loyalists.” Have you had any particularly memorable (good and bad) customer service experiences? Over your international travels, which countries impressed you with their customer service and why?

Social Media 60

Social Media Customer Service Hotels Marketing 60

PRSay

JUNE 26, 2016

Of course, using social media data along with web analytics, customer service, and sales and marketing data helps to paint a much clearer picture of your customers and how they feel about your business.

Social Media 113

Social Media Media Infographics Community 113

5W PR

OCTOBER 10, 2024

Positive media coverage significantly enhances a brand’s credibility and visibility, attracting new customers and driving bookings.  Developing a crisis communication plan and training staff on effective responses protect a brand’s reputation and maintain customer trust.

Consumer 78

Consumer Brand Branding Crisis Management 78