The Proactive Report

FEBRUARY 24, 2017

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. Twitter is an essential commodity that benefits the State Department, Open Source Intelligence (NSA, NRO, CIA, FBI), and Corporate Intelligence (NASDAQ, DOW, etc). It could just mean corporate raiding. Source: Forbes.com).

Twitter 235

Twitter Customer Service Web Facebook 235

Onclusive

MARCH 21, 2018

Today, advertising, corporate content, and social content is often separated,” Owyang wrote, “but tomorrow, we expect these circles to converge and overlap, with little or no separation.”.

Storytelling 281

Storytelling Media Infographics Advertising 281

Cision

AUGUST 22, 2017

That messaging should be consistent across all channels: your website, your marketing strategy, advertising, sales, customer service. I’ve seen so many corporations struggle with trying to do too many things, offer too many solutions, or serve too many audiences … all with lackluster results. Everything.

Company 267

Company How To Employee Customer Service 267

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. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising.

Reputation 137

Reputation Branding Brand Customer Service 137

ImPRessions - Crenshaw Communications

SEPTEMBER 25, 2018

It can be easy for a corporate PR team to neglect a critical aspect of business communications — internal PR. In certain cases, high-profile companies take it for granted that employees are corporate cheerleaders, or they may leave the responsibility for employee engagement to HR. Internal comms drives good customer service.

Internal 136

Internal International Communications Employee 136

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

Cision

JULY 27, 2017

Use dialogue with your customers and employees to also understand what weaknesses they observe. Especially in the case when a corporation acquires many other brands, the way Cision has done, it’s imperative that you monitor brand identity. At Cision, many of our team members have worked at other technology corporations.

Branding 231

Branding Brand Employee Data 231

ImPRessions - Crenshaw Communications

JULY 6, 2016

B2B executives in professional or technology services have long distinguished themselves by linking their corporate brand to a compelling idea or point of view. The explosion of digital and social media has made every factor of corporate reputation―from customer service to CEO behavior―relevant to brand image, and therefore to PR.

SEO 204

SEO Analytics Measurement B2B 204

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

As noted in our post on long-form content , a CEO can help influence a corporate image as well as build a personal brand through regular video communications. Internal communications teams use video to convey a corporate culture. An expression of corporate values. 7 best PR uses for video. A public-facing CEO.

Video 149

Video Case Study Agriculture B2B 149

5W PR

FEBRUARY 17, 2025

Customers want to feel heard and understood. Avoiding corporate jargon and using a human tone can make communications more relatable and trustworthy. Engaging Directly with Customers Direct engagement with customers can help rebuild relationships.

Crisis 78

Crisis Branding Brand Case Study 78

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

The explosion of digital and social media has made every aspect of corporate reputation―from customer service to CEO behavior―relevant to brand image, and therefore to PR. Thought leadership is relevant not just to B2B organizations, but to consumer product companies.

Trends 124

Trends SEO Leadership Print 124

Onclusive

NOVEMBER 8, 2023

Corporate Communications As companies grow, corporate communications become more important. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Onclusive offers a proprietary media monitoring solution.

Training 195

Training Media Training Crisis Communications Reputation 195

Cision

APRIL 10, 2017

Here is how it pans out in the marketing world: Stephen Kennedy from Dominos shared how his organization has made customer loyalty a corporate priority opposed to a marketing program. “Loyalty isn’t a program – it’s something you earn from your customers,” said Kennedy.

Branding 223

Branding Brand Pitching Conference 223

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

Waxing UnLyrical

JULY 1, 2013

3 Reasons Why You Can’t Walk In Your Own Customer’s Shoes. Why: In this post for Sensei Marketing , Jeannie Walters dispels the myth that we must walk in our customer’s shoes to provide powerful customer service. Business Customer Service Resources Shonali Burke Social Media Weekly Roundup grumpy cat power'

Customer Service 100

Customer Service Resources Writing LinkedIn 100

Melissa Agnes

NOVEMBER 10, 2014

If a viral crisis were to strike and hundreds (or more) of people were to navigate to your corporate website for more information, would your website crash due to an overload of traffic? Customer service. Risk 3: A lack of bandwidth can leave you without a crisis communication home base. Marketing / Pr / Communications.

Crisis 203

Crisis How To Exercises System 203

ImPRessions - Crenshaw Communications

MAY 18, 2018

Some customers are initially attracted to certain brands because they like their ad message. Others are loyal because of a good experience with product quality or customer service. PR is a primary tool for corporate speech on social issues. Customers cannot fall in love with just another face in the crowd.

Branding 149

Branding Brand Storytelling B2B 149

ImPRessions - Crenshaw Communications

SEPTEMBER 5, 2019

Entrepreneur and presidential contender Andrew Yang has used his 15 minutes to warn us of the hollowing-out of key industries like retail, customer service, and trucking as a result of AI. As machine-learning algorithms grow more sophisticated, it’s natural to assume the worst. . ” Building trust.

Marketing 173

Marketing Creativity Storytelling Privacy 173

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? There is a direct line between social media and corporate reputation. Kelly Hungerford (@KDHungerford) November 5, 2015.

Social Media 100

Social Media Media Customer Service Resources 100

Onclusive

MARCH 17, 2021

Many in the industry agree and acknowledge that PR/Communications as an organization is way behind in adopting data-driven ways compared to their colleagues in marketing, finance, customer service or human resources as an example. Why this roadblock shows up?

Data 195

Data Communications Reputation Data-Driven PR 195

Waxing UnLyrical

FEBRUARY 14, 2013

of posts that might spark ideas on how to incorporate social media and customer service into your business in a smart way. area, she loves helping for- and non-profit clients, both small and large, turn corporate codswallop into community cool™. So instead, I put together a Listly list (my new favorite toy!)

Customer Service 103

Customer Service LinkedIn Social Media Google 103

Stuart Bruce

SEPTEMBER 30, 2014

’ was the question at the recent CIPR Corporate and Finance’s group seminar. The CEO’s office, public relations and corporate communications, human resources, marketing, legal and regulatory etc all need to be aware of and ‘owning’ their part of social media. ‘Should the C-suite tweet?’

Social Media 150

Social Media Twitter Radio Sports 150

PR Matters

MAY 27, 2014

Instead, however, we have people in companies thinking and behaving in a corporate rather than an empathetic way, which not only dehumanises them, but it also alienates those with whom they wish to engage.

Airlines 162

Airlines Advertising Advertising Writing 162

ImPRessions - Crenshaw Communications

SEPTEMBER 15, 2016

Promoting marketing automation software to corporate executives is very different from marketing luxury shoes or helping a whole-grain snack bar reach health-conscious women, for example. The most compelling consumer PR programs leverage corporate culture, community commitment, and overall business practices.

B2C 120

B2C B2B Software Consumer 120

ImPRessions - Crenshaw Communications

JUNE 28, 2018

Social monitoring and listening not only give us a heads up on customer service issues or negative PR, but they can illuminate industry trends and customer behavior. The high-end method is a partnership with an industry analyst or research firm to create a piece of branded research as a corporate communications centerpiece.

Storytelling 149

Storytelling Data Survey Financial 149

Cision

DECEMBER 14, 2015

In non-crisis times, this is simply social care (customer service). Amazon does this quite effectively, by referring Twitter inquiries to their customer service numbers in order to conserve resources. A sound social listening plan may be vital to social response in a crisis.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

Cision

MAY 10, 2016

It is the next iteration of integrated marketing communications that links communications more closely to marketing, sales and customer service. Keep your eyes open for new ways to integrate marketing, sales and customer service processes, such as Facebook’s move to offer FB messenger for customer service.

Storytelling 120

Storytelling Customer Service Travel Instagram 120

Sword and the Script

APRIL 23, 2019

But a new survey out of the Center for Public Relations at USC Annenberg shows that isn’t happening among some PR pros and corporate communicators. If you enjoyed this post, you might also like: Corporate Communications is Taking More PR Work In-House, finds Survey; Media Relations Gets Even Harder .

Technology 148

Technology Study Communications Survey 148

Waxing UnLyrical

JUNE 15, 2011

If you are an outside sales rep or represent a company to clients, keeping yourself looking clean to represent a corporate image is something that most employers value. As a cable company, Comcast is notorious for poor customer service. These were tweets that could wreck most corporate PR efforts.

Branding 86

Branding Brand Customer Service Twitter 86

Cision

APRIL 18, 2017

Write down all of the questions your customer service department is asked. This is the first step in showing that PR is a revenue-driver, and not just another corporate expenditure. If you already have a list of vetted keywords from your marketing team to work from, skip ahead to step two.

Exercises 198

Exercises Google Writing Blogging 198

5W PR

JUNE 15, 2020

It’s infinitely better to stand up and admit where things went wrong, either personally or corporately. Depending on the severity of the PR crisis, it could take some significant action to woo customers and fans back into the proverbial trust circle. That doesn’t mean pandering.

Crisis 113

Crisis Digital PR Retail Reputation 113

Waxing UnLyrical

MARCH 25, 2013

And online, they have a great approach to social media, integrating customer service every step of the way. Lessons in Listening and Customer Outreach From Chobani is a post from: Waxing UnLyrical. Lessons in Listening and Customer Outreach From Chobani is a post from: Waxing UnLyrical.

Customer Service 105

Customer Service Travel Facebook Web 105

Waxing UnLyrical

MAY 8, 2013

And in doing so, I experienced two very different attitudes to customer service, and technology, all in the same day. area, she loves helping for- and non-profit clients, both small and large, turn corporate codswallop into community cool™. Image by Emiichann (Own work) [Public domain], via Wikimedia Commons.

Technology 100

Technology Customer Service Retail Software 100

Melissa Agnes

FEBRUARY 16, 2016

Following is a play-by-play of what you can – and should – do now, to ensure successful crisis communications in the event of a corporate crisis. This involves monitoring everything from discussions, questions and inquiries on social media, your customer service lines, emails, the media, Google, etc. Do the work now.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Cision

JUNE 3, 2015

Global brands aren’t exclusively looking to sell more product when they engage in corporate social responsibility campaigns, they aren’t only concerned about your order when they deal with your customer service issue, and they aren’t merely looking to offer you coupons when they ask for your email address or request you follow them on Twitter.

Crisis 120

Crisis Construction Viral Reputation 120

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

The HQ2 search generated a frenzy of positive media coverage as well as 238 proposals from individual North American cities, and it helped cement Amazon’s status as a desired corporate neighbor and employer. The stock price bounced back in short order.

Airlines 180

Airlines Reputation Journalism Crisis 180

ImPRessions - Crenshaw Communications

MAY 15, 2018

Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. All five of these recent corporate “first responders” behaved in a fashion aligned with the brand involved. Starbucks’ solution to a venti problem.

Crisis 136

Crisis Privacy Airlines Facebook 136