5W PR

APRIL 5, 2025

Organizations should document lessons learned and integrate them into future crisis management plans. Studies show that 74% of organizations that conduct thorough post-crisis reviews implement significant improvements to their crisis management processes.

Crisis Management 60

Crisis Management Crisis Crisis Communications Resources 60

Onclusive

AUGUST 9, 2021

A subset of corporate communications work includes developing, documenting, and disseminating overarching corporate messaging. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service.

Training 370

Training Media Training Crisis Communications Reputation 370

Rock the Status Quo

JULY 30, 2014

It can be as simple as pointing a SlideShare document, guest blog post or byline article to a specific website page, then monitoring traffic to that page. ” Ask, “How will this help my biz increase revenue, lower costs, or improve customer service?” Talk to them.

Measurement 219

Measurement Customer Service Analytics Leadership 219

Presspage

DECEMBER 20, 2024

Think about who needs to be involvedwhether its customer service, marketing or leadershipand communicate their roles clearly. Continuing with the previous example, after agreeing on your customer-focused position, you decide to acknowledge the delay openly.

Reputation 78

Reputation Crisis Trends Customer Service 78

Stephen Waddington

APRIL 21, 2021

Anyone who undertakes free online training on accessible face-to-face, telephone and online customer service will earn the right to display the symbol - demonstrating they have all their customers’ needs close at heart. This tool automatically reviews your document for any areas that may create an accessibility problem.

Guidelines 136

Guidelines Communications Tools Case Study 136

ImPRessions - Crenshaw Communications

DECEMBER 11, 2018

Don’t bother with the “customers have been very pleased with the product” or “our reputation has been enhanced…” Anecdotal evidence won’t earn the award; you’ll need as many hard campaign ROI numbers as possible for the entry. Choose awards wisely. That’s not as challenging as one might assume.

Case Study 136

Case Study B2B Conference Industry 136

Cision

MARCH 13, 2017

Social media has always been recognized as a strong customer service facilitator. Here’s a great example of how customer complaints and feedback can be converted into marketing: “Apple responds to people’s tweets with entire commercials” – via Mashable. Bank on Social for SEO & PR. ExpressionEngine.

SEO 229

SEO Social Media Tools Google 229

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? Kelly Hungerford (@KDHungerford) November 5, 2015.

Social Media 100

Social Media Media Customer Service Resources 100

Cision

DECEMBER 14, 2016

Facebook Messenger bots (chatbots) are a controversial feature that was added to the standalone Messenger service earlier this year. Recently, Facebook started allowing its Messenger chatbots to take payments – making the interaction between chatbot not only a customer service feature but an e-commerce feature.

Facebook 120

Facebook How To Customer Service Wikipedia 120

Sword and the Script

AUGUST 4, 2020

“We are leveraging sophisticated technology and our amazingly dedicated curation team to set up processes that ensure that customers are always seeing the most current, accurate data,” according to the company’s CTO Vishal Padhy in the product announcement. Pricing wasn’t listed, because…you have to talk to sales!

Media Relations 179

Media Relations Media Print Software 179

Cision

JANUARY 9, 2017

Kawasaki talks a lot about formatting and print issues with self-publishing, and Lulu has a lot of support documentation about how to prepare your document submission to avoid printing problems. Lulu also has very well-elaborated support. Don’t overlook local printing options when considering publishing long-form content.

Print 120

Print How To Local Customer Service 120

5W PR

JULY 15, 2020

In fact, a creative media kit that showcases the brand’s personality, is much more likely to be successful than a simple set of documents. Customer service company Zendesk even incorporates interactive elements into their media kit, dubbed “Brandland” that allow visitors to learn about the brand, find resources, and ask questions.

How To 176

How To Media Guidelines Pitching 176

Polaris

JUNE 24, 2016

Make it easy for customers to contact your organization. Distribute briefing documents to everyone in your company who interacts with customers, including your customer service team, social media community managers, sales force, and switchboard operators.

Communications 119

Communications How To Crisis Survey 119

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. It is well documented that today’s rising generations value a company’s ethical stance and an authentic commitment to social responsibility.

Brand 149

Brand Branding Storytelling B2B 149

5W PR

JANUARY 26, 2021

As such, the tone would be expected to be exciting for a product launch while empathetic toward an unhappy customer. Document Everything. This also means sharing with others like customer service and sales who interact with customers.

Tools 88

Tools Product Launch Guidelines Customer Service 88

Onclusive

NOVEMBER 8, 2023

A subset of corporate communications work includes developing, documenting, and disseminating overarching corporate messaging. That’s because social media is one thing most people check to understand your brand, and has also become a front-line of customer service.

Training 195

Training Media Training Crisis Communications Reputation 195

Waxing UnLyrical

MAY 2, 2013

Some of the best sources for finding keywords and phrases are the people who interact with your customers on a daily basis. Whether those are sales people, account managers, customer service, or retail workers, they are the people who are continually interacting with your customers.

Blogging 111

Blogging SEO Web Google 111

PR 20/20

NOVEMBER 22, 2022

The HubSpot CRM solves for this with Marketing Hub, Sales Hub, and Service Hub. Internal templates, up-to-date customer service documentation, and the latest marketing materials all live under one roof. Sharing accurate information internally and promoting expertise externally demonstrates thought leadership.

Internal 80

Internal International Meeting Leadership 80

Contently - Strategy

NOVEMBER 14, 2018

Every purchase, TV commercial, customer service call, and tweet contributes to the relationship, whether good or bad. A Contently study found that 98 percent of senior marketers believe that having and following a content strategy is crucial, but only 55 percent actually have a documented strategy. A model for success.

Leadership 106

Leadership Brand Branding How To 106

Critical Mention

MAY 25, 2017

Sources close to Jones say that she is hopeful that clients avoid crisis situations, including recalls of faulty products, public meltdowns by CEOs and tragic lapses in customer service until her vacation comes to an end. I’m sure each and every movement will be well-documented, so I’ll know exactly when she’s reachable.

Instagram 60

Instagram Customer Service Crisis Pitching 60

Solo PR Pro

NOVEMBER 9, 2021

“Some may be more technical and can help with website or software-related tasks while other virtual assistants might be skilled in social media management, research or even customer service support,” says Tishia. There is really no strict, one-size-fits-all description.”. The difference between a virtual assistant and a freelancer.

Software 103

Software Social Media Customer Service Travel 103

PR 20/20

JUNE 6, 2023

The platform is now a comprehensive suite of tools and services to help businesses with their marketing, sales, customer service, and operations. It’s ultimately designed to enable businesses to attract, engage, and delight customers throughout their buyer's journey.

Knowledge Base 52

Knowledge Base Customer Service System Analytics 52

Contently - Strategy

OCTOBER 3, 2024

What kind of support or customer service is available for these tools? For example, free tools like Google Analytics offer community forums and documentation but lack dedicated customer service. Support varies widely across different tools.

SEO 89

SEO Content Marketing B2B Tools 89

PR 20/20

DECEMBER 20, 2018

What’s our customer service like? If we gain more business, will customer service rates suffer? A survey by CoSchedule uncovered that marketers that have a documented strategy outperform those that don’t by a whopping 538%. How can we market it? What’s our tolerance for risk?

Marketing 57

Marketing Customer Service Technology Strategy 57

Sword and the Script

DECEMBER 3, 2019

The company is “moving away from document-based sentiment to sentence based sentiment. They do this by developing a distinct social media identity for IR, separate from their corporate profile that focuses on product and customer service.”. Detailed briefing here. Meltwater improves sentiment analysis.

Data 105

Data Enterprise Survey Instagram 105

PR 20/20

JUNE 28, 2022

They often have tons of product and technical documentation, but that kind of information doesn’t exactly leap off the page to your audience. Furthermore, it’s difficult to ensure that the various stakeholders in your ecosystem (customers, prospects, sales reps, and more) can locate the information they need. Content Challenges.

Data 79

Data Technology Customer Service Marketing 79

Presspage

DECEMBER 20, 2024

Think about who needs to be involvedwhether its customer service, marketing or leadershipand communicate their roles clearly. Continuing with the previous example, after agreeing on your customer-focused position, you decide to acknowledge the delay openly.

Reputation 78

Reputation Crisis Trends Customer Service 78

Cision

APRIL 18, 2016

This appears to require a set-up from Page settings although as of this writing Facebook hasn’t released documentation on the feature. Facebook is giving Page admins the opportunity to turn off Messenger for periods of time to let customers know when you can respond and when you can’t. Improved Comments Plugin.

Facebook 0

Facebook Mobile Analytics Advertising 0

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Ritz-Carlton. 2012, May 17).

Strategy 52

Strategy Customer Service Airlines Hotels 52

Waxing UnLyrical

AUGUST 25, 2010

Their customer service is also pretty good; when it wasn’t working for me, I emailed them and got a reply almost immediately from their CEO. I tested it almost immediately and after a couple of missteps – I had a pop-up blocker that I needed to disable – it worked perfectly. So don’t do that.

Tools 105

Tools Google Twitter Facebook 105

Stephen Waddington

DECEMBER 30, 2019

Gender diversity in PR is an issue as old as the industry itself Gender issues in the PR industry are well documented. It’s indicative of the fact that outside of customer service, social media engagement has largely become a paid activity. The report documents how public service news audiences skew towards older people.

Government 103

Government Education Print Ethics 103

Buzzstream

JUNE 14, 2024

What the Google Leak Says Many SEOs have found connections between links and ranking based on the leaked documentation from Google. The documentation even supports evidence that Google can track links across pages even when not directly linked. For instance, here is the link profile for a customer service statistics post.

SEO 62

SEO Digital PR Pitching Google 62

Mindful Marketing

MARCH 31, 2025

Individuals and organizations are rapidly embracing AI to enhance productivity, from personalizing emails, to providing customer service, to optimizing delivery routes, to predicting machine maintenance, to trading stocks. So, who will help AI users ‘know when to say when’?

Ethics 68

Ethics Energy Technology Employee 68

Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Waxing UnLyrical

FEBRUARY 24, 2016

In fact, I used Snapchat for the first time this semester to not only showcase what I am doing in my classes, but also to document, share, and collaborate with my students and fellow PR professors on projects and assignments. Customer Service. Team Story.

Customer Service 40

Customer Service Employee International Internal 40

Shift Communications

AUGUST 24, 2016

Applications from these vendors and others will push cross team and cross department collaboration, surfacing the need to share data alongside documents for better context, use and ROI. Certain call center messaging and social media posts are shown to increase customer loyalty, and even identify new pain points that could be productized.

Data 60

Data Marketing System Google 60

Contently - Strategy

NOVEMBER 22, 2023

How Contently can help: With Contently, you can keep your team on target by clearly documenting your content goals and strategy. So, try to involve team members from marketing, sales, customer service, and even product development in the editorial calendar.

How To 52

How To Content Marketing Analysis eBook 52