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. Use automation wisely.

Customer Service 136

Customer Service Insurance Insurance Banking 136

Communications Conversations

AUGUST 3, 2021

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. Companies want to learn and get better at social media marketing–yes, even in 2021. Your customers are demanding it. Almost the opposite.

Customer Service 158

Customer Service Social Media Marketing Media 158

Cision

AUGUST 22, 2017

One of the roles of a good leader of a multinational company is to help build and maintain a global brand, as well as unify company culture. I’m doing just that at Cision , a company that’s grown very quickly over the past few years through a series of mergers, acquisitions, and technological innovations. Everything.

Company 267

Company How To Employee Customer Service 267

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 161

Customer Service Consumer Company Branding 161

Cision

SEPTEMBER 6, 2016

Twitter introduced a feature that allows customers to send you direct messages directly from your site. Late last year, Facebook improved pages’ customer service tools and integrated customer service bots into its Messenger app. You should have resources to support your customer service.

Customer Service 120

Customer Service Social Media Facebook Resources 120

Business Wire

OCTOBER 4, 2021

For 60 years: We have developed longstanding relationships both inside our organization and throughout the newswire industry, establishing ourselves as a trusted partner with companies, journalists, investment professionals, regulatory authorities, and search engines.

Blogging 430

Blogging Customer Service Engineering Technology 430

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

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 106

Customer Service Company Course Brand 106

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. It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. PR, CX and ever-higher expectations.

Customer Service 227

Customer Service Employee Reputation Leadership 227

Cision

MAY 30, 2017

At every turn, Le Pain Quotidien nearly begged customers to let the company know everything about their visit. Some of those complaints were about things the company hadn’t considered. All companies should at a minimum be using a combination of Google alerts and simple social media listening software.

Software 328

Software Customer Service Google Small Business 328

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 161

Company Customer Service Branding Brand 161

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 95

Customer Service Reputation Brand Branding 95

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 101

Customer Service Company Branding Brand 101

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 85

Customer Service Consumer Company Branding 85

Agility PR Solutions

JULY 28, 2022

If you are in charge of social media customer service, the first thing that you need to know is that people who use social networks for customer service expect a lot more than they would from a company’s main website.

Customer Service 85

Customer Service Social Media Media Company 85

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 101

Customer Service Survey Consumer Company 101

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. The post After years of turmoil, brand customer service may be rebounding—what’s changed?

Customer Service 92

Customer Service Brand Branding Consumer 92

Agility PR Solutions

FEBRUARY 24, 2021

Whether you’re a company looking to improve your customer service, or you’re trying to run a PR campaign on a budget, there are many ways that the wellbeing of your customers can also achieve great results for your company’s reputation.

Customer Service 85

Customer Service Training Reputation Company 85

Awario

DECEMBER 7, 2020

The customer service landscape has evolved exponentially in the last several years. A Lyfe Marketing study states 71% of consumers who have had a good experience with a company on social media are more likely to recommend it.

Customer Service 78

Customer Service Twitter Course Study 78

Communications Conversations

SEPTEMBER 8, 2021

While a good chunk of brands still use Twitter as a customer service tool, some are starting to move away from Twitter and not devote the resources platforms like Instagram, Facebook and LinkedIn are receiving. No replies (that’s customer service). And, in some instances, the answer has been “yes.”

Twitter 149

Twitter Company Brand Branding 149

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

Remote PR Jobs

FEBRUARY 16, 2023

But the power of AI goes beyond content generation, and can assist PR teams with tasks like data analysis and customer service. More and more companies are relying on automated software to handle tedious tasks. Zapier, a competitor, offers similar services for small businesses.

Technology 203

Technology Customer Service Software How To 203

Agility PR Solutions

MARCH 14, 2019

While good customer service outranks convenience and reputation when people are considering which companies to do business with, companies of all sizes, and across all industries and geographies, lack the capabilities needed to keep up with ever increasing expectations, new research from customer service solutions firm Zendesk finds.

Meeting 106

Meeting Company Customer Service Trends 106

ImPRessions - Crenshaw Communications

MARCH 16, 2021

If a portion of your customer bases uses Messenger and you have the budget, a Messenger test could be well worth it. Customer service and customer sentiment . Marketing should work with the customer service to address negative posts in real time. Never let requests for help or complaints go unanswered.

B2B 344

B2B Facebook LinkedIn Small Business 344

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. It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. PR, CX and ever-higher expectations.

Customer Service 156

Customer Service Employee Reputation Leadership 156

Sword and the Script

MARCH 2, 2021

Years later, I’d land the company that bought the divested business as a client, so it was interesting to see the outcome compared with the rationale for buying and selling at the time. In 2017, the company acquired a then buzzy new tool called BuzzSumo, which is also based in the U.K. This includes PRophet , Propel , and SignalAI.

Company 161

Company Tools Technology Software 161

Ronn Torossian

NOVEMBER 16, 2022

Social media platforms have greatly changed the way that companies and their audiences interact with each other lately. On one hand, these platforms have allowed companies to clearly demonstrate their excellent customer service through direct dialogue.

Publicity 195

Publicity Customer Service Crisis Social Media 195

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

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

APRIL 18, 2023

Ways To Safeguard Brand Reputation Most companies will never experience a large-scale brand reputation crisis — that’s the good news. But as Dorothy Crenshaw points out in this blog post, the “drip-drip-drip of customer complaints, employee dissatisfaction, or competitive attacks can erode a brand’s good standing over time.”

Reputation 333

Reputation Crisis Customer Service B2B 333

5W PR

NOVEMBER 12, 2024

Beyond traditional marketing, PR acts as a strategic link between companies and their target audience, shaping perceptions, building trust, and ultimately fostering business growth. From product launches to industry influence, PR plays a crucial role in crafting the narrative for B2B tech companies. 

Product Launch 78

Product Launch B2B Industry Case Study 78

Onclusive

AUGUST 22, 2017

Depending on the stage of the business, communications professionals are often tasked with creating messaging cards and positioning statements for the companies they represent. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read. Internal Communications.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

Onclusive

APRIL 5, 2018

Thankfully, there are companies who are devoted to sharing the user experience of software services such as G2 Crowd, the Yelp of business solutions. With more than 380,000 user reviews, communications and marketing professionals can check out a product before contacting the software company. How much does it cost? Christine K.

Software 199

Software Analytics Customer Service Comparison 199

Onclusive

JANUARY 28, 2021

Furthermore, we provide the best white-glove customer service in the industry, and communications professionals can count on superior support no matter which solution they use. . Customer Support. When choosing a technology platform, customer support can sometimes be overlooked – but it shouldn’t be. Christine K.

Media 195

Media Customer Service Enterprise Technology 195

Agility PR Solutions

FEBRUARY 7, 2024

While it’s vital that the core fundamentals of your company such as the product, the team, the internal systems, and the customer service are at a high level, in the modern world, […] The post 3 tips for improving your company’s brand image appeared first on Agility PR Solutions.

Brand 167

Brand Branding Customer Service System 167

5W PR

FEBRUARY 14, 2025

Research shows companies that respond within the first hour of a crisis maintain customer trust at rates 2.5 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.

Small Business 78

Small Business Crisis Communications Crisis Communications 78

Agility PR Solutions

JANUARY 25, 2022

Although a majority of businesses agree there is a direct link between customer service and business performance, new research from CX and service firm Zendesk shows that many consumers (54 percent) feel customer service is an afterthought for businesses—indicating a gap between consumer expectation and company actions.

Consumer 148

Consumer Crisis Customer Service Trends 148