Sword and the Script

JULY 30, 2024

News coverage fuels social media; but increasingly, social media fuels the news; shaping opinion on social media boils down to authenticity, experience and customer service More consumers trust social media for information than other conventional sources, including traditional news, business and government.

Survey 176

Survey Social Media Consumer Media 176

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. How often does the Financial Times write stories about itself? c) Donald Steel. You know the answer.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Cision

MAY 26, 2016

It’s sitting down, researching, thinking, banging your head against the keyboard, coming up with an idea, thinking you’ve struck gold, realizing something better already exists, falling into an existential crisis, and on and on and on. Figure out what it’s about (marketing, sales, customer service, elephants?).

Analytics 200

Analytics Energy Google Customer Service 200

Onclusive

NOVEMBER 8, 2023

Owned Media & Content Strategy Owned media consists of publishing content on brand-owned channels such as a customer-facing blog, email campaign, or social media outreach. PR pros will need to either write content themselves or help to drive strategy with a team of writers, editors and guest blog contributors.

Training 195

Training Media Training Crisis Communications Reputation 195

Cision

JULY 27, 2017

Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Use dialogue with your customers and employees to also understand what weaknesses they observe. Don’t just write this feedback down — actually do something about it.

Brand 231

Brand Branding Employee Data 231

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. Currently, he is working as an editor at the writing service Essay Writing Land. Transparency. Personalization.

Social Media 156

Social Media Trends Media Instagram 156

Cision

OCTOBER 10, 2015

Use social listening tools to help pay attention to these three types of customers: 1. If your brand met a customer’s expectations, strengthen the relationship by engaging with him or her on social media. Make alerts to track whether or not certain issues repeat over time to avoid a full-blown social media crisis. Happy Campers.

Social Media 120

Social Media Brand Branding Customer Service 120

PRSay

MARCH 26, 2021

Making an effort to understand the advantages and disadvantages that people feel due to a combination of intersectional factors when writing messages for different audiences is a skill I focus on, trying to continue to learn as I go. I had a career identity crisis before I even started!

Publicity 173

Publicity Nonprofit Customer Service Writing 173

Flack's Revenge

NOVEMBER 23, 2016

Please note that I am not writing just about customer service, product quality, security breaches or other kinds of fails; this blog is careful not to confuse these things with PR and crisis management thereof. Wells Fargo. It’s been painful to watch the faked user accounts debacle unfold.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

Cision

AUGUST 9, 2016

In this interview, Brandon shares why brands shouldn’t focus too much on competitors, how to streamline your pitches to journalists and how social media can help your brand in a crisis. I joined the journalism classes writing news articles for the college news website and began studying public relations for my degree. Who was involved?

Crisis 0

Crisis Reputation Study Social Media 0

Prohibition

JANUARY 14, 2022

Are you prepared for a PR crisis? Whether it’s a product recall, staff injury becoming public news or something else entirely, a PR crisis can happen to any business. Businesses of all shapes and sizes can fall victim to a PR crisis at any time. What is a PR Crisis? What is a PR Crisis Plan?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Cision

NOVEMBER 30, 2015

This trend isn’t particularly surprising, but it gives the Friday after Thanksgiving a bit of an identity crisis. 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.

Social Media 120

Social Media Facebook Twitter Print 120

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. Get a closer look at the most robust media monitoring and intelligence platform in the industry by scheduling a free, custom demo. Share Tweet Share.

Social Media 105

Social Media Media Customer Service Radio 105

Cision

OCTOBER 15, 2015

Social media has sped up the way we communicate, including how we write. While haters may be pointing out a bad experience to all who listen, this shows they care enough to want to help your brand improve before a situation blows into a full blown crisis. Jeff Bullas. They are stealing your lunch from the other side of the world.

Social Media 120

Social Media Media Employee Reputation 120

Cision

APRIL 28, 2015

PR has always been in the business of writing, sharing and promoting messages. They would still have to pay their bills, deal with customer service, and hope their WiFi worked. Rightfully so. The message is the bulk of the work. Without it, nothing can be shared or promoted. It’s a matter of the message. What this means for you.

Employee 120

Employee Print Customer Service Local 120

Deirdre Breakenridge

OCTOBER 20, 2015

Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications. If you use this as the requirement, the good news is that public relations curricula across the board seem to meet the requirement. How has your PR education prepared you for your career?

Education 150

Education Course Training Social Media 150

Newsfile

JANUARY 30, 2024

Writing copy for social media is the most popular use for AI, according to 64% of PR pros. Examples of AI Prompts for PR Research Rank the top five best practices for crisis communication in the context of a healthcare industry scandal? Then, based on the output, you can customize your requests from there. Eapen, Daniel J.

Trends 105

Trends YouTube Video Social Media 105

Critical Mention

JUNE 29, 2018

Just a couple of months ago, a PR crisis came out of nowhere. Suddenly Tide found itself in the middle of an unexpected PR crisis that it didn’t cause. Takeaway: Not preparing a statement and robust PR strategy before responding to a crisis can lead to serious consequences. To eat or not to eat? Hint: Definitely do NOT eat).

Crisis 68

Crisis Customer Service Video Financial 68

Sword and the Script

JANUARY 3, 2023

Crisis management: When an organization faces a crisis, PR practitioners may work to minimize the damage to the organization’s reputation by managing the flow of information and communicating with the public. ChatGPT seems to miss emerging themes if there isn’t a wide body of writing already on a topic.

Interviews 113

Interviews Publicity Technology Social Media 113

NewsWhip

JUNE 14, 2023

When I am in crisis monitoring mode, this is always my first and primary tool for gathering information and making recommendations.” – Aubrey Q., Small Business “The predictive elements in NewsWhip are 10/10 – we know when our brand is mentioned, by whom, and how widely it’s likely to be shared on social.

Leadership 78

Leadership Software Customer Service Small Business 78

Polaris

SEPTEMBER 4, 2014

A professional practitioner helps clients with internal communications, community engagement, social media best practices, speech writing, investor relations. And if your business is faced with an issue, one misstep could turn it into a full-blown crisis that threatens your organization’s very existence. the list goes on.

Publicity 100

Publicity Interviews Reputation Construction 100

Sword and the Script

JUNE 3, 2020

The tool has several use cases including identifying the most influential reporters covering the competition or identifying “the most influential voices during a crisis.” She joined the company as a sales associate in 1987 and before her promotion served as the company’s chief customer service officer.

Product Launch 109

Product Launch Banking Survey Pharmaceuticals 109

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. Our crisis communications plan consist of pre-event, event, and post-event reporting guidelines and information. Wanna Subscribe? Shall We Tweet?

Social Media 69

Social Media Media Skype Energy 69

Waxing UnLyrical

NOVEMBER 22, 2010

Why did you write Open Community ? We decided to write Open Community as a way to address those frustrations and redirect the thinking about using social tools to build community online. better, more responsive customer service, or fundraising, or reaching younger stakeholders, etc.). Here’s a Q&A.

Community 88

Community Publicity Web Social Media 88

Critical Mention

AUGUST 21, 2018

Writing it to appeal to your target audience also improves your reputation in the long run. However, responding with a short, sympathetic reply ensures the customer feels heard and shows your company’s commitment to your customers. When she’s not writing you can find her at music festivals, hiking or snowboarding.

Customer Service 61

Customer Service Writing Financial Local 61

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. Currently, he is working as an editor at the writing service Essay Writing Land. Transparency. Personalization.

Social Media 61

Social Media Trends Media Instagram 61

Prohibition

OCTOBER 3, 2022

For October, get to know all about Claire – our B2B whizz and crisis comms specialist. I would always say that people wanting to work in PR need to have great writing skills – so it’s important to develop these. Another month means another meet the team! How long have you been at Prohibition? What do you love most about your job?

Meeting 62

Meeting B2B Customer Service Instagram 62

The Hoyt Organization

FEBRUARY 19, 2024

Negative reviews can be an opportunity to showcase excellent customer service and improve your online reputation , but only if you respond to them correctly. For example, you might write: “Thank you, (Reviewer’s Name), for sharing your experience. 5 Effective Tips For Replying To Negative Reviews 1.

Policies 94

Policies Construction Reputation Local 94

Beyond PR

JULY 28, 2017

Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Use dialogue with your customers and employees to also understand what weaknesses they observe. Don’t just write this feedback down — actually do something about it.

Employee 80

Employee Journalism Data Technology 80

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. Writing his column, McBean himself called it capitalist pollution. It is High Time to Regulate Airline Customer Service. Airline customer must be regulated.

Airlines 60

Airlines Travel Customer Service Crisis 60

Sword and the Script

FEBRUARY 5, 2019

As I write this post, there are 450+ likes, 50 retweets and 250 comments (screenshot nearby). For example, bring your PR and customer service teams into the advertising planning process. Part of the reason people lose their minds about customer service on social media is pure frustration.

Advertising 61

Advertising Advertising Social Media Twitter 61

PR 20/20

AUGUST 22, 2017

Once again, executive level–who might not be as accustomed to responding to criticism as, say, customer service–are likely to be thrown by negativity. Brainstorm contingency and crisis management plans. A healthy dose of, “ What if our competition gets there first?” It Requires Integration with Broader Marketing Programs.

Marketing 87

Marketing Resources Technology Internal 87

PR 20/20

JANUARY 14, 2021

HubSpot : If you are looking for an all-in-one customer service, marketing and sales solution, look no further. HubSpot began life as a marketing app in 2006, and has grown into a marketing, sales and service platform company that has 86,000+ customers in more than 120 countries.

Technology 65

Technology Marketing Tools Google 65

Doctor Spin

APRIL 5, 2023

By sharing stories, insights, and industry news with their customers through press releases , social media posts, and other PR tactics, small businesses can foster trust and loyalty among their customers. Improved crisis management —A solid PR strategy can help small businesses manage crises more effectively.

Small Business 52

Small Business Strategy eBook Reputation 52

Sword and the Script

JULY 2, 2019

The company rolled out three new chat channels to provided 24/7 support to customers. Customers can reach support through a chat channel on its website, within the Meltwater web application, or through the mobile app. Now I’m a customer, I used the same channel for support, which has made it all fairly seamless for me.

Trends 60

Trends Media Report Technology 60

Doctor Spin

APRIL 5, 2023

By sharing stories, insights, and industry news with their customers through press releases , social media posts, and other PR tactics, B2B organisations can foster trust and loyalty among their customers. Improved crisis management. If you write 1-2 clear sentences per bullet, your strategy should fit nicely on one page.

B2B 52

B2B Strategy eBook Small Business 52

Norton's Notes

DECEMBER 10, 2014

Many hotels have already been banned from it for trying to pay people to write glowing reviews. The message here is that a business should focus on getting its core business right, in the case of the aforementioned hotel to deliver excellent customer service and not to try and artificially engineer the omission of bad reviews.

Hotels 37

Hotels Crisis Management How To Policies 37