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

5W PR

APRIL 5, 2025

According to a study by Twitter, 53% of users expect companies to respond to their complaints within an hour. A 2020 Edelman Trust Barometer study shows that 81% of consumers say brand trust is a deciding factor in their purchasing decisions. Timely Response Speed matters in crisis communication.

Crisis 78

Crisis Communications Crisis Communications Crisis Management 78

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

Cision

JULY 27, 2017

Usually, brand perception falls under the realm of your marketing team, but it’s important for you and other leaders to be tapped into how consumers view your business. However, there’s been a rash of complaints about one of your products on Twitter, and it’s spread like wildfire. Things are looking great. Sales are up.

Branding 231

Branding Brand Employee Data 231

Prowly

APRIL 10, 2025

All of the main brand visibility metrics revolved around being seen on Instagram, Twitter (X), Facebook, or other platform of choice. 4 Social media polls and quizzes can help you quickly gather informal feedback from followers, especially if you're active on platforms like Instagram, LinkedIn, or Twitter.

Branding 104

Branding Brand How To Measurement 104

Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

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

Critical Mention

NOVEMBER 5, 2019

So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. Share Tweet Share. Until next time!

Social Media 105

Social Media Media Customer Service Radio 105

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. The actual data presented describes that year-over-year Twitter users are participating in more Black Friday promotions than in years past.

Social Media 120

Social Media Facebook Twitter Print 120

Stephen Waddington

MAY 9, 2020

Consumers have access to the same media and channels. Martin Lewis, MoneySavingExpert , has worked hard to explain the support available from the government to people facing financial hardship via his newsletter, Twitter and website. It tells history lessons via threads and memes on Twitter. Here's the issue.

Branding 157

Branding Brand Travel Government 157

ImPRessions - Crenshaw Communications

DECEMBER 21, 2016

As almost 200,000 folks get ready for their annual excursion to Las Vegas for CES (Consumer Electronics Show) , those of us who toil in B2B tech public relations will be looking for 2017 trends to better take advantage of industry moves and stake out positions for clients. PR must function in real time. PR will embrace paid media.

B2B 120

B2B Customer Service Software Technology 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

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 128

Trends Pitching Twitter Nonprofit 128

ImPRessions - Crenshaw Communications

OCTOBER 8, 2018

We associate social media platforms with splashy consumer campaigns, but social is increasingly important in B2B public relations. Influencers like industry analysts, authors, and even journalists typically have powerful followings on key social platforms like LinkedIn, Medium, and Twitter.

B2B 170

B2B Social Media Media Education 170

Cision

SEPTEMBER 29, 2015

While the MT isn’t exactly new, we are seeing it more on Twitter. Now, at least when you see an MT on Twitter, you know what the heck it is! Now, in addition to using your customer service number and email (and chat, if you use it) customers can now message you directly on Facebook. Facebook Page Messaging.

Social Media 120

Social Media Media Facebook Customer Service 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

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. To help you create your social media marketing strategy, we have 15 of the top social media trends you need to follow in 2019!

Social Media 156

Social Media Trends Media Instagram 156

Waxing UnLyrical

JUNE 15, 2011

Consumers value personal, truthful conversation from companies. On Twitter especially, a new term has arisen called “humanizing a brand.” Someone you employ to humanize your brand on Twitter should represent the brand, personify the brand, and embody the brand. Fast Company recently showcased the top 5 trust agents on Twitter.

Branding 86

Branding Brand Customer Service Twitter 86

Critical Mention

MARCH 15, 2019

In fact, in 2018, Statista stated that 54 percent of all consumers now browse social media on a mobile device at least once a day. This makes it critical to optimize your social media marketing strategy to be mobile-friendly to engage these consumers. Alexa Lemzy is the blog editor and customer service maven at TextMagic.

Mobile 109

Mobile Social Media Marketing Media 109

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

Big consumer names tend to be particular targets of such protests, which is probably why Keurig attracted more calls to drop Hannity than less well known advertisers. Reports and occasional videos of angry Keurig owners smashing their appliances appeared on Twitter, and #boycottkeurig swiftly rose to the top of Twitter trending topics.

Branding 136

Branding Brand Advertising Advertising 136

Polaris

MAY 5, 2015

In the predictable category: moms are active on social media; 90% of those surveyed share content on social networks; and, most of the time, moms hang out online on Facebook (although half also visit YouTube, blogs, Pinterest, and Twitter at least weekly). The upside is brands are managing relationships with current customers.

Branding 100

Branding Brand Pinterest YouTube 100

Polaris

SEPTEMBER 18, 2015

Twitter and Facebook lagged significantly behind the photo-sharing platform—engagement increased a mere 32% and 27% respectively. We’re recommending Instagram to clients more often as part of influencer outreach programs for consumer brands—and at the same time trying to determine the best approach to measure and evaluate results.

Instagram 100

Instagram Measurement Twitter Customer Service 100

5W PR

SEPTEMBER 7, 2017

Authenticity” has become marketers’ favorite buzzword, and brands are now expected to always be honest and transparent in their efforts to connect with consumers. Telling consumers a brand story instead of just advertising to them is what wins trust and appreciation. By: Kaia, Social Media Manager. Partnerships.

Trends 108

Trends Airlines Social Media Crisis 108

Rock the Status Quo

MARCH 30, 2015

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could help customers by saving them a few mouse clicks. ” Okay. Time will tell.

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Sword and the Script

FEBRUARY 5, 2019

The CEO has recently made rounds on The Street to sell analysts on the idea the company will pay down debt by cutting promotional discounts, raising prices and retaining customers. For sure, Twitter is not the real world. For example, bring your PR and customer service teams into the advertising planning process.

Advertising 61

Advertising Advertising Social Media Twitter 61

5W PR

APRIL 18, 2022

Instead of leaving consumers to spread the word about a business, top brands have started to actively encourage customers to share their reviews and experiences. With those efforts, companies build trust with their audiences and make consumers a lot more confident about their purchasing decisions. Social media platforms.

Strategy 88

Strategy Marketing Reputation Survey 88

Waxing UnLyrical

MARCH 19, 2013

I was impressed by the researchers’ data-driven, consumer-focused approach, and the results that the organization was able to accomplish, once armed with this knowledge. Twitter Google+ LinkedIn How Socially Responsible Communications Maintain Your Community Cool. The changing narrative.

Community 102

Community Communications Case Study Customer Service 102

Cision

SEPTEMBER 21, 2016

There’s a misconception that marketing a business is always time-consuming. Set a goal of new people to connect with each week, such as: 50 on Twitter. You can also create email templates for common customer service inquiries, such as: Where’s my product? Here’s where you should be putting your energy. Social Media.

Marketing 120

Marketing Comparison eBook Social Media 120

Cision

MAY 6, 2015

And when you read through different iterations of Shonali Burke’s Twitter-mediated #measurePR chats, you get the sense that there isn’t a universal PR metric that will satisfy everyone. Marketing is responsible for X, Customer Service for Y, PR for Z. factors on the purchase path. Conclusion.

Engineering 120

Engineering How To Measurement Analytics 120

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. who are driving critical conversations, news stories and content related to important issues.

Social Media 113

Social Media Media Infographics Community 113

Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. JC: I started my career in consumer-packaged goods. This story was integrated into the product design, our customer service infrastructure, and our sales materials.

Storytelling 89

Storytelling Branding Brand Customer Service 89

Waxing UnLyrical

AUGUST 30, 2012

So guess which hotel I – as a guest aka consumer – will recommend to friends, or people who ask for recommendations, when it comes to hotels in New Orleans? But it is highly likely that you interacted with salespeople , customer service, in flight crew, train conductors, wait staff… the list goes on. I set it up for you.

Publicity 81

Publicity Hotels Customer Service Meeting 81

Sword and the Script

DECEMBER 3, 2019

Other findings highlighted included 60% of respondents said mainstream journalists wielded the most influence on consumer behavior – more than other consumers, bloggers and celebrities. Surveys of reporters show they all favor Twitter by a very wide margin. Twitter understands the importance of standing out from the crowd.

Data 105

Data Enterprise Survey Instagram 105

Deirdre Breakenridge

OCTOBER 20, 2015

Doing these things are “time consuming” if you want to think that way. I have met so many remarkable professionals through blog posts I have written, or a comment that I made on someone else’s blog, or a twitter chat in which I participated. How has your PR education prepared you for your career? How awesome is that?

Education 150

Education Course Training Social Media 150

Cision

NOVEMBER 16, 2015

Twitter is is another example where the advertising product and the user product will most likely change in the next few months. There are a host of data visualization tools for non-programmers that communication professionals might use to pitch journalists, highlight information for internal stakeholders, or direct to consumers.

Resources 120

Resources Measurement Technology Examples 120

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Social Media 62

Social Media Trends Media Instagram 62