Deirdre Breakenridge

SEPTEMBER 14, 2015

During my career, I have noticed that one particular skill is often overlooked when it comes to training new PR pros and that is customer service. You might wonder what has customer service to do with PR? Let me explain: As a PR pro you are “the face” of your company, whether you’re working in house or for a PR agency.

Customer Service 150

Customer Service Training Internal International 150

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

Good PR and great customer service have never been more intertwined. The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service.

Customer Service 136

Customer Service Insurance Insurance Banking 136

Communications Conversations

AUGUST 3, 2021

What makes a brand “best in class” when it comes to social media marketing? It’s a question almost every company wants to answer. Clients are constantly asking me what other companies are doing in terms of social media marketing best practices. Yeah, that’s what Salesforce did in June.

Customer Service 158

Customer Service Social Media Marketing Media 158

Agility PR Solutions

DECEMBER 20, 2021

As consumers rethink their relationships with companies today, new research from Talkdesk, a CX leader for customer-focused companies, finds that loyalty is being disrupted. The post The future of loyalty: Role of customer service in driving brand loyalty is not just for support appeared first on Agility PR Solutions.

Customer Service 148

Customer Service Brand Branding Consumer 148

Agility PR Solutions

OCTOBER 27, 2021

When it comes to customer service, the biggest disconnect between consumers and businesses is the desire to solve an issue the first time the company is contacted. The post Consumers to businesses: Your customer service is trying too hard—and not where it matters appeared first on Agility PR Solutions.

Customer Service 167

Customer Service Consumer Company Brand 167

Remote PR Jobs

JULY 11, 2024

In today's saturated market, brands face the challenge of rising above an ever-increasing number of competitors. However, one universal strategy to ensure your company stands out is to humanize the brand , imbuing it with a unique personality that resonates with target audiences. They know what they are and they own it.

Brand 245

Brand Branding Storytelling Airlines 245

Agility PR Solutions

NOVEMBER 26, 2019

All businesses should be aware of the important connection between customer service and brand image. Think about it; a customer who receives poor service is going to associate this level of service with your company and overall brand.

Customer Service 99

Customer Service Reputation Brand Branding 99

Agility PR Solutions

FEBRUARY 7, 2024

There are several aspects to consider when you want to build a successful business, but one that’s surprisingly underrated is your brand image.

Brand 175

Brand Branding Customer Service System 175

Agility PR Solutions

SEPTEMBER 26, 2023

Business leaders are scrambling to get AI into their operations to boost their company’s productivity and CX efforts, and of course that’s a good plan, but new research sheds light on what brands and businesses can also do to drive those initiatives more organically—pay more attention to strengthening company culture.

Customer Service 113

Customer Service Company Course Brand 113

Cision

MAY 30, 2017

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. . Are you listening—REALLY listening—to your customers, even (perhaps especially) those that are upset? At every turn, Le Pain Quotidien nearly begged customers to let the company know everything about their visit.

Software 328

Software Customer Service Google Small Business 328

Agility PR Solutions

JUNE 19, 2019

Remember when “service with a smile” was hallmark credo for public-facing companies? Customer service has been hailed as the key driver of consumer loyalty, but lately it’s been the most enigmatic challenge facing brand marketers.

Customer Service 95

Customer Service Brand Branding Consumer 95

ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

DTC luggage company Away replaced cofounder Steph Korey as CEO just days after a Verge article caused a PR trainwreck by exposing a punitive work culture there. But it’s a perfect time for fresh leadership, and a good way for Korey to be sent packing as a public face of the brand. It didn’t have to be that way.

Customer Service 227

Customer Service Employee Reputation Leadership 227

Communications Conversations

SEPTEMBER 8, 2021

For at least a couple years now, many brands have been asking the same question: Should we give up on Twitter? ” Engagement numbers have plummeted on Twitter over the years for brands. But, some brands are seeing success on Twitter. No replies (that’s customer service). Especially retweets and replies.

Twitter 149

Twitter Company Brand Branding 149

Cision

JULY 27, 2017

But there’s one aspect of your business that I’d encourage you to pay more attention to — brand situational awareness. Why Leaders & Execs Need to Know How Their Brand is Perceived. It’s easier than we like to admit to become out of touch with what’s really happening in the marketplace, as well as what the image of our company is.

Brand 231

Brand Branding Employee Data 231

Agility PR Solutions

APRIL 8, 2024

Chatbots are swiftly becoming a customer service norm, on hand to help clientele instantly, at any time of the day. This is great for busy PR companies and departments who want to provide 24/7 support to their clients, but how do you get the best performance from your chatbot?

Customer Service 109

Customer Service Company Brand Branding 109

Agility PR Solutions

SEPTEMBER 10, 2024

Brands and businesses are increasingly turning to AI-powered customer service to reduce costs and increase efficiency, but the majority of participants in a new survey from customer experience and business process outsourcing firm Acquire BPO have had plenty of time to make their AI-driven customer service functional and satisfactory, As companies, (..)

Customer Service 109

Customer Service Survey Consumer Company 109

Agility PR Solutions

OCTOBER 26, 2020

No one likes hypocrites, including companies that proudly state what they stand for, yet don’t seem to demonstrate that in their behaviors or workplace culture. This can hurt morale, customer service and the overall company. […].

Company 167

Company Customer Service Brand Branding 167

Shift Communications

SEPTEMBER 26, 2014

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it. What does this tell us?

Reputation 137

Reputation Brand Branding Customer Service 137

Barokas

AUGUST 22, 2019

How do you define company culture? It goes beyond perks like free snacks or quarterly company outings. Company culture rests on the values every employee brings with them to the office each day. It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies.

Customer Service 84

Customer Service Company Strategy Communications 84

Remote PR Jobs

FEBRUARY 16, 2023

The potential of Artificial Intelligence (AI) in the public relations industry has become a hot topic as brands look to leverage their existing technology investments with this emerging tool. But the power of AI goes beyond content generation, and can assist PR teams with tasks like data analysis and customer service.

Technology 243

Technology Customer Service Software How To 243

Agility PR Solutions

JANUARY 3, 2023

No matter how great of a product a business might develop, if the company’s customer service isn’t reliable and helpful, or simply difficult for consumers to reach out to, other people will eventually hear about that, and the company will lose out on customers.

Customer Service 88

Customer Service Consumer Company Brand 88

ImPRessions - Crenshaw Communications

APRIL 18, 2023

Gartner calls reputation management “the practice of influencing stakeholder perceptions and public conversations about an organization and its brands.” Anyone considering how to influence stakeholder perception and drive conversation around a brand would be wise to consider both. There are ways to turn bad publicity into a net gain.

Reputation 333

Reputation Crisis Customer Service B2B 333

Onclusive

AUGUST 30, 2023

As the guardians of a company’s image and narrative, PR, comms, and marketing professionals have the unique power to shape perceptions , amplify awareness, and cultivate customer loyalty. But the task of building and maintaining a lasting brand value is a t ricky one, requiring careful strategy and dedicated execution.

Brand 195

Brand Branding How To Reputation 195

Onclusive

AUGUST 22, 2017

The flipside of earned media is owned media: publishing content on brand-owned channels such as a customer-facing blog, Medium publication, and the like. A subset of corporate communications work, developing, documenting, and disseminating overarching corporate messaging is key to building a strong brand with a consistent message.

Media Training 397

Media Training Crisis Communications Conference Training 397

Ronn Torossian

MAY 7, 2021

There is a difference between a brand or company making a simple customer-service blunder, a company having a vast communications crisis. Even the most minor customer service-related errors can turn into massive problems that get media and public attention. Each needs […].

Crisis 195

Crisis How To Customer Service Company 195

Onclusive

JUNE 29, 2018

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How and when your brand responds to the press is crucial to saving your brand’s reputation. Companies in crisis: A case study in navigating treacherous waters.

Crisis 186

Crisis How To Brand Branding 186

The Proactive Report

FEBRUARY 17, 2023

Brand Awareness and Visibility In the digital age building brand awareness depends to a large degree on brand visibility. If your brand is not found online, your content and messaging is not seen by the people you want to engage with. What is the difference between brand affinity and trust?

Brand 130

Brand Branding Ethics Engineering 130

ImPRessions - Crenshaw Communications

MAY 18, 2018

While top-tier marketing and advertising are valuable, associated PR campaigns can help propel a brand to the next level of emotional attachment. You feel connected to these brands. Some customers are initially attracted to certain brands because they like their ad message. 4 ways PR creates brand attachment.

Brand 149

Brand Branding Storytelling B2B 149

ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

DTC luggage company Away replaced Steph Korey as CEO just days after a PR trainwreck of an article by The Verge exposed its punitive work culture. But it’s a perfect time for fresh leadership, and a good way for Korey to be sent packing as a public face of the brand. It didn’t have to be that way. Most are even pretty good.

Customer Service 156

Customer Service Employee Reputation Leadership 156

Onclusive

AUGUST 9, 2021

Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach. As companies grow, corporate communications become more important. Studies show that brand loyalty plays a huge role in why people spend their money the way they do. PR Reporting.

Training 370

Training Media Training Crisis Communications Reputation 370

Onclusive

JUNE 1, 2023

Forward-thinking brands are already embracing the strategic advantages that social listening tools can offer when it comes to managing brand reputation, crisis detection, and optimising comms strategy. Social media monitoring captures data on the performance of social media activity from both your company and your competitors.

Strategy 370

Strategy Communications Reputation Measurement 370

ImPRessions - Crenshaw Communications

APRIL 24, 2018

For B2B companies, third-party influencers can require more time and effort to cultivate, but they yield far-reaching results over the long term. Influencer PR for B2B is about nurturing genuine relationships with personalities who can influence the customer journey, from lead generation to purchase and beyond. Marquee customers.

B2B 136

B2B Brand Branding Trade Shows 136

ImPRessions - Crenshaw Communications

OCTOBER 4, 2022

We download information and ask questions, probing for the key points of the narrative we envision will make the company stand out. ” “We offer great customer service/value/reliability.” ” “We offer great customer service/value/reliability.” It galvanized the entire company.

How To 310

How To Transportation Software Employee 310

ImPRessions - Crenshaw Communications

JANUARY 3, 2018

Smart public relations can help put a new brand on the map or burnish the image of an older one. This year, businesses face perennial questions like how to maintain customer loyalty, and fresh challenges like changes in federal regulation laws and the tax code. Brands to watch in 2018. Tapping into the zeitgeist much?

Brand 136

Brand Branding Retail Comparison 136

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. But they usually fall short as a company grows and sees a need for a more coordinated PR effort. Unfounded rumors are surfacing about the company.

Company 136

Company Interviews Reputation Privacy 136

Cision

MAY 3, 2016

People have gone content crazy, and it’s impacting your brand. How much of that content references your brand or industry? Ready to increase share of voice, build brand reputation and drive sales? Branded Mention Volume. Your branded volume is the number of times your brand’s name is mentioned over a given period of time.

Brand 120

Brand Branding Software Nonprofit 120

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

Today’s divided political climate has affected PR strategy for many companies and brands, including those who like to stay far away from partisan issues. Though it may be an opportune time for some brands to take a stand on relevant issues, many choose to remain neutral on hot-button topics, and understandably so.

Brand 136

Brand Branding Advertising Advertising 136