Waxing UnLyrical

SEPTEMBER 27, 2012

So I did, settled in and started tweeting and Facebooking to pass the time. The service is impeccably smooth; the food is great. Now the purists among us are muttering under their breath that “customer service is so much more than just making someone feel good.”. Good Customer Service Starts at Your Front Door.

Customer Service 108

Customer Service Banking Nonprofit Facebook 108

5W PR

MARCH 13, 2025

Major brands like Johnson & Johnson, Pepsi, and Facebook have weathered significant PR storms, leaving behind valuable lessons for today’s business leaders. Facebook’s 2018 Cambridge Analytica scandal shows the pitfalls of delayed response in the tech sector. ” Chipotle’s 2015 E.

Crisis 78

Crisis Examples Industry Crisis Management 78

Melissa Agnes

FEBRUARY 16, 2016

Crisis communication is one of the most important aspects of your crisis management. In fact, whom you communicate with in a crisis, along with when and how you communicate with them, can mean the difference between successful crisis management and crisis management failure. Step 2: Identify your communications channels.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

The Proactive Report

FEBRUARY 24, 2017

The major social networks (Facebook, LinkedIn and Twitter) have been fairly stable for the past five or six years. Used correctly, Twitter can have a huge impact on customer service, perception and reputation. Twitter serves a unique role as a communication channel that can’t be found anywhere else. Source: Forbes.com).

Twitter 235

Twitter Customer Service Web Facebook 235

Waxing UnLyrical

JULY 13, 2012

Erin Feldman is the marketing communications manager at TouchSystems , a touch screen company based in Hutto, Texas. You just read Toon Time: Customer Service on Friday the 13th , originally posted on Waxing UnLyrical , published by Shonali Burke. Toon Time: Customer Service on Friday the 13th.

Customer Service 77

Customer Service Writing Google Creativity 77

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. What does Facebook teach us about algorithms? Spoiler alert: few people are opting out. Twitter knows this.

Facebook 120

Facebook Twitter Customer Service Advertising 120

Cision

APRIL 18, 2016

A lot of the buzz after Facebook’s recent F8 Conference focused on Messenger “bots,” sensationalizing that feature to the point that you might be under the impression that Facebook’s artificial intelligence is sophisticated enough to carry on natural conversations with you (spoiler alert: they’re not).

Facebook 0

Facebook Mobile Analytics Advertising 0

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. Your social media manager needs to be more than someone who just knows how to schedule posts on Facebook. Do they know how to use filters on Facebook to weed out obscenities and hate speech? Facebook isn’t Twitter, right?

Social Media 239

Social Media Crisis Training Media 239

Cision

DECEMBER 14, 2015

For any post that you put on Facebook, Twitter, Instagram, etc., you can expect only a small fraction of your potential audience will ever receive your communication, much less act upon it. What this means for you is that the social media posts that you habitually publish communicate the viability of a particular channel.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

5W PR

NOVEMBER 29, 2024

Transparency and Honesty One of the most effective ways to build customer trust is transparency and honesty. Additionally, budget airlines should communicate their policies regarding baggage allowances, cancellations, and changes. This demonstrates a commitment to customer service and helps build trust.

Airlines 78

Airlines Marketing Travel Policies 78

Rock the Status Quo

MARCH 30, 2015

View image | gettyimages.com Media coverage abounds related to last week’s 2015 F8 Developer Conference – an event for app developers put on by Facebook. Facebook native video. PLUS Facebook reach (minimal as it might be). PLUS Facebook reach (minimal as it might be). Read on for the dets!

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Barokas

FEBRUARY 12, 2019

According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020. While it’s become the norm for consumers to reach out to brands for help via Twitter, Facebook, Instagram, etc., After all, good customer service is table stakes (or at least it should be).

Customer Service 60

Customer Service Social Media Media Infographics 60

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Make your customers happy by revving up customer service and customer interactions. Clean up your web presence.

Reputation 137

Reputation Branding Brand Customer Service 137

Melissa Agnes

JULY 2, 2014

In an excellent blog post on customer service , Derek Sivers describes the type of scene you’d see in a move, where a character “is saying something nasty or secret, and then realizes their microphone is on, so they immediately straighten up, correct themselves, and say the publicly-acceptable thing instead.”

Reputation 250

Reputation Print Customer Service Creativity 250

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. This is second only to Facebook. It’s a COMMUNITY play. Case in point: Brands like Microsoft that use Reddit as a customer service channel.

Social Media 121

Social Media Reddit Pinterest Communications 121

Cision

AUGUST 30, 2016

A few years ago, many of us would not have envisioned a world where Twitter, Facebook Live and large-scale community gatherings would have such an impact on the way crises develop. Yet, this is our world today and our “new normal” as communicators and crisis management teams. This isn’t the Communications Only Club.

Crisis 220

Crisis Crisis Communications Exercises Crisis Management 220

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. then you need to actively let your customers and prospects know this.

Communications 106

Communications Branding Brand Policies 106

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. I won’t be predicting that Whisper is the next Twitter or Snapchat is the next Facebook. c) Donald Steel.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Stuart Bruce

JUNE 24, 2014

Last week I spoke at the FutureComms14 conference and one of my remarks during the panel discussion on the ‘Anatomy of the Modern Communicator’ sparked quite a bit of feedback, both online and in subsequent offline discussions. I therefore wasn’t talking about the wider ramifications of what is becoming known as social business.

Social Media 158

Social Media Media Training Media Training 158

Onclusive

JUNE 29, 2018

Moderated by Heidi Sullivan, President of HKSully Consulting, the webinar outlined best practices in the New PR world of rapid-response and all-way communication. From Facebook to Starbucks, no brand is safe from a communications crisis. How crisis communications has changed.

Crisis 186

Crisis How To Branding Brand 186

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. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 156

Social Media Trends Media Instagram 156

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. Facebook Messenger. It turns out that it was a shrewd move on Facebook’s part.

Skype 120

Skype Facebook Customer Service Google 120

5W PR

MARCH 16, 2025

This might include: Website behavioral data Customer purchase history Email engagement metrics Survey responses Customer service interactions Mobile app usage data Implement clear value exchanges to encourage users to share their data willingly.

Privacy 78

Privacy Marketing Advertising Advertising 78

Waxing UnLyrical

APRIL 10, 2012

I even emailed customer service and was told my order would arrive on time. Desperate for answers, I did what any customer in 2012 would do and looked to Facebook and Twitter. Hopefully I could at least determine whether other customers were experiencing the same frustration. I was frustrated and concerned.

Small Business 108

Small Business Customer Service Facebook Retail 108

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

2017 also brought a reckoning of sorts for Facebook. Within weeks, however, Facebook would own up to the fact that it sold more than $100,000 in ads to Russian accounts, and that foreign actors used its feed to spread false and divisive stories about candidates and issues. appeared first on Crenshaw Communications. The Losers.

Airlines 180

Airlines Reputation Journalism Crisis 180

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. Facebook Engagement. CMD (@CMDCreates) April 18, 2016. Live Video.

Social Media 0

Social Media Marketing Media Customer Service 0

Cision

MARCH 13, 2017

According to the Global Communications Report , the industry is expected to reach $20bn by 2020. Social media has always been recognized as a strong customer service facilitator. It is prudent to focus only on certain channels that suit your brand persona and are likely to engage your customers in the right context.

SEO 229

SEO Social Media Tools Google 229

Cision

APRIL 18, 2017

Owned media is the most important element of your PESO communications strategy. Write down all of the questions your customer service department is asked. And then I’ll give it another refresh by inviting an industry expert to a Facebook live to debate the pros and cons of the topic. It’s, by far, the most effective.).

Exercises 198

Exercises Google Writing Blogging 198

Cision

NOVEMBER 30, 2015

What I want to do in this “Cyber Monday” piece is to look at five common misunderstandings about communicating with and converting digital and social customers. Take a look at Kohl’s Twitter replies and Facebook replies , and you’ll see that many customers use social media to resolve their issues with the brand.

Social Media 120

Social Media Facebook Twitter Print 120

Waxing UnLyrical

APRIL 30, 2013

I love the collaborative energy, thoughts and community. After two days of searching, we believe the process went something like this: 1) Susan’s Facebook friend saw the image on Susan’s Facebook page and commented, “Can I share this?? This is one of the problems with Facebook. It’s where I work.

Social Media 111

Social Media Reddit Media Facebook 111

Stephen Waddington

MAY 9, 2020

COVID-19 has led to a massive upheaval in how organisations communicate. Organisations typically have one of two responses to a crisis: they either go silent or they over communicate. The best responses are rooted in listening, engaging and providing support to customers. Here are some of my favourite examples from my network.

Branding 157

Branding Brand Travel Government 157

Cision

MAY 18, 2015

This is a big deal for PR practitioners and marketers as Altimeter reports that a quarter of all social media falls under the purview of communication , and another 40 percent is the responsibility of marketing. Probably the least exciting aspect of social listening is customer service.

Customer Service 120

Customer Service Social Media Analysis Data 120

Stephen Waddington

DECEMBER 2, 2019

It’s hard to unpick a clear story from the PRCA’s Annual Digital PR and Communications Report. It’s indicative of the fact that outside of customer service social media engagement has largely become a paid activity. Digital PR moves fast as Danny Whatmough, chair of the PRCA Digital Group suggests in his introduction.

Digital PR 78

Digital PR Report Communications Crisis Management 78

Stephen Waddington

MAY 16, 2017

It marks the shift from asymmetrical to symmetrical communication, in a way that James Grunig and Todd Hunt would recognise. This is arguably the most powerful form of media for both internal and external communications. The majority of online communities are used as a means of content marketing, or rudimentary customer service.

Publicity 119

Publicity Customer Service Community Internal 119

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. Instagram is all about dazzling images and stories and Facebook is increasingly about video storytelling. Can the ship be righted? Who said the ship is listing or sinking?

Social Media 149

Social Media Marketing Media B2B 149

Cision

DECEMBER 1, 2015

Or maybe your Facebook page looks like a promotion for your company. Facebook rolled out its Messages for business pages this year. Social media is just another communications channel, like your customer service phone number and email, so get on top of responding. Take the time to do that now.

Social Media 120

Social Media Strategy Media Customer Service 120

ImPRessions - Crenshaw Communications

MAY 15, 2018

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. Facebook dodges blame. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke.

Crisis 136

Crisis Privacy Airlines Facebook 136