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. But understand: having a vision of your brand’s status that is misaligned with reality can cause you and your team to make poor business decisions.

Brand 231

Brand Branding Employee Data 231

PR 20/20

DECEMBER 10, 2014

Below is a guest post by Elizabeth Victor, a brand advisor for iSentia. You can find her on Twitter and Google+. 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. She enjoys sharing tips on media monitoring and analysis.

Customer Service 76

Customer Service Social Media Media Analysis 76

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. But with social listening you can get a true, real-time view of brand perception.

Strategy 370

Strategy Communications Reputation Measurement 370

5W PR

NOVEMBER 29, 2024

This demonstrates a commitment to customer service and helps build trust. Additionally, encouraging user-generated content can create community and foster positive brand sentiment. The airline regularly engages with customers on platforms like Twitter and Facebook, addressing concerns and sharing inspiring travel content.

Airlines 78

Airlines Marketing Travel Policies 78

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. 1) Provide social media training for everyone that operates as an admin on a brand account. 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.

Social Media 239

Social Media Crisis Training Media 239

Cision

OCTOBER 10, 2015

According to a recent Oracle study, 81 percent of Twitter users expect brands to respond to their questions or complaints the same day they tweet. But what happens when brands don’t pay attention to what’s being said about their products and services online? They lose their customers. Happy Campers.

Social Media 120

Social Media Brand Branding Customer Service 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

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

Prowly

DECEMBER 4, 2024

And, as a PR pro, your job is to track all mentions that matter to your brand and boil them down to crucial insights , like trending topics, customer sentiment, and competitive intelligence. Your brand is an athleticwear company called lululemon and you’ve launched sustainable clothing packaging. Who should you monitor?

Data 104

Data Media Product Launch Analysis 104

Communications Conversations

AUGUST 23, 2016

Because this isn’t one of those typical “Twitter is dead” posts. It’s more like “Will Twitter be dead to businesses within 2 years”-type posts. Brands have long (well, as least for the last 7-8 years) relied on Twitter as a customer service tool and a brand management tool.

Twitter 60

Twitter Brand Branding Tools 60

Waxing UnLyrical

JUNE 15, 2011

However, when it comes to branding, the opposite may be true. On Twitter especially, a new term has arisen called “humanizing a brand.” This refers to a business’ attempt to give their brands a human touch. Going beyond simply “personal” gives your brand more appeal, PR and potentially, controversy.

Brand 86

Brand Branding Customer Service Twitter 86

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? Customer service and public relations are growing closer, and engaging complainers on social media — the right way — is an opportunity to turn critics into fans.

Social Media 159

Social Media Media Airlines Customer Service 159

Polaris

MAY 5, 2015

If your brand targets moms, your social media strategy may need a major overhaul, according to a recent study conducted by Yummy Mummy Club (YMC) in Canada. Brands still think that pushing out stories about how great they are will resonate with moms,” Erica Ehm , the founder of YMC, told me. 10 Ways Brands Create Contagious Content.

Brand 100

Brand Branding Pinterest YouTube 100

Cision

MARCH 21, 2016

Last week, Twitter announced that they would implement their Facebook-like algorithm across all user accounts. This algorithm fundamentally changes the way that brands will be able to communicate on Twitter in the future. Now Twitter is pay-to-play, too. Are you using Twitter to its full potential?

Facebook 120

Facebook Twitter Customer Service Advertising 120

ReimaginePR

AUGUST 1, 2016

Let’s discuss the best strategies to get noticed by the right audience for your brand. We’ll show you some of the best practices for getting your brand noticed in this extra resource. Commit to Customer Service. Be known as a brand that takes care of their customers. Click Here. You Should.

Brand 120

Brand Branding Marketing How To 120

Cision

SEPTEMBER 21, 2015

Amazon uses an autoresponder on their @amazonhelp Twitter account to refer people to an actual customer service agent for appropriate support. By using autoresponders to send customers to where Amazon has a greater concentration of customer service reps, they “canalize” the customer service process.

Social Media 120

Social Media Customer Service Media Resources 120

Cision

FEBRUARY 12, 2016

Did you know that 53 percent of Americans who follow brands on social are more loyal? Social has permeated all business operations, from customer service to sales, and must be treated as part of the overall brand strategy. Does your brand sell a product that’s targeted to younger adults and teens?

Strategy 120

Strategy Customer Service Social Media Software 120

Communications Conversations

OCTOBER 31, 2022

Last week Elon Musk bought Twitter. This week brands will be weighing their options as Musk makes initial layoffs and plans. However, on the brand side, this could be the perfect time for many to quit Twitter once and for all. Let’s face it, Twitter isn’t the powerhouse brand channel it once was.

Twitter 60

Twitter Brand Branding Airlines 60

Cision

AUGUST 21, 2015

Much like how social media monitoring has transformed media and PR professionals’ daily workloads, video streaming apps are bound to affect how everyone from media professionals to customer service representatives connect and engage with audiences. Looking to test changes to your brand’s products? Promotion Made Easy.

Consumer 120

Consumer Video Customer Service Twitter 120

Sword and the Script

NOVEMBER 19, 2019

Can a good story create value for a brand? The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. JC: Storytelling is, in my mind, the essence of brand development. If there’s no story, there’s no brand. If there’s no story, there’s no brand.

Storytelling 89

Storytelling Brand Branding Customer Service 89

Cision

MARCH 13, 2017

Public Relations has always been an important contributor to any company’s branding and marketing efforts. On the other hand, those working in PR have to know their audience preferences to create engaging content for brands on a daily basis. Social media has always been recognized as a strong customer service facilitator.

SEO 229

SEO Social Media Tools Google 229

Cision

APRIL 19, 2016

Back-to-back sessions on social media, content marketing, customer service, employee advocacy and social tools hosted over 3,000 social media marketers from across the globe. Customer Service. jaybaer explains why keeping customers is cool. Twitter’s Impact. Trolls vs. Your Brand.

Social Media 0

Social Media Marketing Media Customer Service 0

Flack's Revenge

DECEMBER 5, 2018

What’s not safe is ignoring social conversations, especially those related to your brand and category. Interestingly, brands that take a stand, even a controversial one, are generally way ahead of those that sit on the sidelines. And Twitter is struggling to find its way but hopefully will turn itself around given its unique strengths.

Social Media 149

Social Media Marketing Media B2B 149

Communications Conversations

JANUARY 8, 2016

No, this isn’t another post on how Twitter is changing. What I’d like to talk about today is how the psychology of user behavior has changed on Twitter–and more importantly, how that impacts us as marketers. People were actually talking on Twitter. Brands would jump in. What do we see today on Twitter?

Twitter 60

Twitter Customer Service Measurement Brand 60

Cision

NOVEMBER 30, 2015

The actual data presented describes that year-over-year Twitter users are participating in more Black Friday promotions than in years past. Most days I might be thrilled to hear that businesses are giving customers deals and discounts on digital and social channels. Practical Value.

Social Media 120

Social Media Facebook Twitter Print 120

PRSay

DECEMBER 27, 2022

Reevaluating Twitter. New revelations show that pre-Musk Twitter “shadow banned” conservatives by hiding their posts from other users and placed political and COVID dissenters on a “trends blacklist.” For smaller brands, Twitter’s noisy platform and algorithms that determine what users see often work against their best efforts.

Trends 127

Trends Pitching Twitter Nonprofit 127

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Brand humanization. It is essential that brands take advantage of Facebook, Snapchat, and Instagram stories.

Social Media 156

Social Media Trends Media Instagram 156

Cision

OCTOBER 30, 2015

Most brands have created a combination of accounts to engage with this social media-focused population, but having a presence is only half the battle. How do brands decide who to target when there are so many users and networks to choose from? This second group includes networks like Twitter, YouTube, Instagram and Pinterest.

Pinterest 120

Pinterest Privacy LinkedIn Instagram 120

Cision

MAY 18, 2015

Probably the least exciting aspect of social listening is customer service. You may provide customer service by phone or by email, in great volume or in great scarcity – but social care (customer service on social media) is the primary reason that many social users will engage with brands on social platforms.

Customer Service 120

Customer Service Social Media Analysis Data 120

ImPRessions - Crenshaw Communications

OCTOBER 8, 2018

Here are seven ways to maximize the power of social media as a brand visibility and lead generation tool. Influencers like industry analysts, authors, and even journalists typically have powerful followings on key social platforms like LinkedIn, Medium, and Twitter. By extension, business customers can also help one another.

B2B 170

B2B Social Media Media Education 170

Rock the Status Quo

NOVEMBER 8, 2015

It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations? How can we use OUR OWN customer service experiences to help clients? Likewise for Twitter. Apply what you know.

Social Media 100

Social Media Media Customer Service Resources 100

Cision

SEPTEMBER 19, 2016

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Twitter (@twitter) September 8, 2016. pic.twitter.com/VEU92V5Gqj. Google Hangouts / Skype. Conclusion.

Skype 120

Skype Facebook Customer Service Google 120

Waxing UnLyrical

FEBRUARY 15, 2013

Considering how active we all are on social media sites like Facebook and Twitter, when Starbucks opens its Delhi location, I’m sure I’ll be among the first customers to visit them, and of course check-in at Foursquare/Facebook and tweet about it too! Image: bfishadow via Flickr, CC 3.0 . Global reach means global tweets.

Twitter 101

Twitter Facebook Social Media LinkedIn 101

Communications Conversations

SEPTEMBER 18, 2018

TLDR: Brands and customers can’t really be “friends” on social media. He talked about how brands do this kind of thing to, essentially, manipulate people into feeling guilty, hoping they’ll return the favor: “…it’s human nature to feel obligated when someone—even a company—does something for you.

Social Media 79

Social Media Brand Branding Media 79

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. Social Media Delivers Brand Clarity. Start delivering clear messages to your targeted audience about your brand and its products with social media.

Social Media 105

Social Media Media Customer Service Radio 105

Communications Conversations

NOVEMBER 8, 2018

In fact, according to a recent UMass-Dartmouth study , 91% of Fortune 500 level companies use Twitter, 89% use Facebook, 63% use Instagram and 98% use LinkedIn. So, this is a great place for brands to establish authority by simply answering customer questions. Let’s be clear: Reddit isn’t for every brand.

Social Media 121

Social Media Reddit Pinterest Communications 121

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