Waxing UnLyrical

MAY 17, 2013

Today’s roundup focuses on one of the most important aspects of any business, customer service. Here are five posts looking at the importance of customer service (including its importance in public relations). This Canopy Needed a Customer Service Safety Net. On Falling in Love…and Public Relations.

Customer Service 84

Customer Service Resources LinkedIn Employee 84

Waxing UnLyrical

JULY 13, 2012

You just read Toon Time: Customer Service on Friday the 13th , originally posted on Waxing UnLyrical , published by Shonali Burke. If you enjoyed it, be sure to connect with Shonali on Twitter , Facebook , or Google+. Toon Time: Customer Service on Friday the 13th.

Customer Service 77

Customer Service Writing Google Creativity 77

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

Cision

OCTOBER 2, 2015

Mari Smith , Facebook partner and top social media thought leader, has seven proven tactics to help your business build and grow a loyal customer base. To pump you up for next week’s webinar, here are a few of Mari Smith’s top quotes on how to build a successful marketing strategy for your business’ Facebook page: 1.

Facebook 120

Facebook Customer Service Social Media Meeting 120

The Proactive Report

FEBRUARY 24, 2017

The major social networks (Facebook, LinkedIn and Twitter) have been fairly stable for the past five or six years. Used correctly, Twitter can have a huge impact on customer service, perception and reputation. But here’s the thing: There’s only one Facebook. Each year new networks pop up and some go away.

Twitter 235

Twitter Customer Service Web Facebook 235

Cision

MAY 30, 2017

Intermediate: Dedicated Customer Service and Reviews Software. These software packages find and analyze tweets, Facebook posts, Yelp reviews, and the like. They can be real timesavers, especially for small businesses that do not have personnel devoted entirely to customer service.

Software 328

Software Customer Service Google Small Business 328

Cision

MARCH 21, 2016

Last week, Twitter announced that they would implement their Facebook-like algorithm across all user accounts. What I want to do in this post is briefly look at how algorithmic impressions impacted Facebook and project these on to the “new” Twitter. What does Facebook teach us about algorithms?

Facebook 120

Facebook Twitter Customer Service Advertising 120

Waxing UnLyrical

FEBRUARY 11, 2013

When Chinese New Year Made for Smart Customer Service and PR is a post from: Waxing UnLyrical. Twitter Facebook Google+ LinkedIn When Chinese New Year Made for Smart Customer Service and PR. Conversely, have you seen such efforts backfire? Which ones? What other public relations tips can you give small businesses?

Customer Service 80

Customer Service Creativity Small Business Local 80

Rock the Status Quo

MARCH 30, 2015

View image | gettyimages.com Media coverage abounds related to last week’s 2015 F8 Developer Conference – an event for app developers put on by Facebook. Facebook native video. PLUS Facebook reach (minimal as it might be). PLUS Facebook reach (minimal as it might be). Read on for the dets!

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Waxing UnLyrical

DECEMBER 20, 2012

This post will depress all the Facebook Ninjas who’ve drunk the Facebook Koolaid. They are a service business. One that could have a vibrant Facebook community, if they could just get to that point. But their Facebook Page has just 23 fans so far. Ask your customers – directly – to Like the Page.

Community 101

Community Facebook How To Web 101

5W PR

MARCH 13, 2025

Major brands like Johnson & Johnson, Pepsi, and Facebook have weathered significant PR storms, leaving behind valuable lessons for today’s business leaders. Facebook’s 2018 Cambridge Analytica scandal shows the pitfalls of delayed response in the tech sector.

Crisis 78

Crisis Examples Industry Crisis Management 78

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. Your social media manager needs to be more than someone who just knows how to schedule posts on Facebook. Do they know how to use filters on Facebook to weed out obscenities and hate speech? Facebook isn’t Twitter, right?

Social Media 239

Social Media Crisis Training Media 239

5W PR

NOVEMBER 29, 2024

This demonstrates a commitment to customer service and helps build trust. The airline regularly engages with customers on platforms like Twitter and Facebook, addressing concerns and sharing inspiring travel content. Norwegian Air Shuttle has leveraged social media to build a strong online community.

Airlines 78

Airlines Marketing Travel Policies 78

Melissa Agnes

OCTOBER 2, 2018

This episode explores: How the world of customer service has changed since United Breaks Guitars. How no customer should be seen as “statistically insignificant” – and if that is the mindset and culture within your organization, you have some work to do. Connect on Facebook. Connect on LinkedIn.

Brand 157

Brand Branding Crisis Management Customer Service 157

Melissa Agnes

JULY 2, 2014

In an excellent blog post on customer service , Derek Sivers describes the type of scene you’d see in a move, where a character “is saying something nasty or secret, and then realizes their microphone is on, so they immediately straighten up, correct themselves, and say the publicly-acceptable thing instead.”

Reputation 250

Reputation Print Customer Service Creativity 250

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 Brand Branding Customer Service 137

Solo PR Pro

OCTOBER 2, 2018

Love or hate it, Facebook continues to be the social media platform of choice for 68% of adults in the U.S. While trust in Facebook has taken a hit, it remains a platform where your clients’ prospects and established audiences are likely to be found. In August 2018 Facebook rolled out some changes to business pages.

Facebook 65

Facebook System Groups Policies 65

Waxing UnLyrical

APRIL 10, 2012

I even emailed customer service and was told my order would arrive on time. Desperate for answers, I did what any customer in 2012 would do and looked to Facebook and Twitter. Hopefully I could at least determine whether other customers were experiencing the same frustration. I was frustrated and concerned.

Small Business 108

Small Business Customer Service Facebook Retail 108

Cision

APRIL 19, 2016

Back-to-back sessions on social media, content marketing, customer service, employee advocacy and social tools hosted over 3,000 social media marketers from across the globe. Customer Service. jaybaer explains why keeping customers is cool. Facebook Engagement. CMD (@CMDCreates) April 18, 2016. Live Video.

Social Media 0

Social Media Marketing Media Customer Service 0

Cision

SEPTEMBER 19, 2016

Recent updates to Facebook Messenger and Twitter DMs have renewed interest in social chat for customer communication, yet this is a medium that has been productive for communications professionals for quite some time. Facebook Messenger. It turns out that it was a shrewd move on Facebook’s part.

Skype 120

Skype Facebook Customer Service Google 120

Stuart Bruce

JUNE 24, 2014

The danger of recruiting a social media expert is that you get someone who is brilliant at using Facebook, Twitter or Instagram, but doesn’t know how to use Facebook, Twitter or Instagram for real strategic public relations. public relations social media Training online PR PR training'

Social Media 158

Social Media Media Training Media Training 158

5W PR

MARCH 16, 2025

This might include: Website behavioral data Customer purchase history Email engagement metrics Survey responses Customer service interactions Mobile app usage data Implement clear value exchanges to encourage users to share their data willingly.

Privacy 78

Privacy Marketing Advertising Advertising 78

Cision

AUGUST 30, 2016

A few years ago, many of us would not have envisioned a world where Twitter, Facebook Live and large-scale community gatherings would have such an impact on the way crises develop. Loop in HR, accounting, customer service, area managers and people who have a feel for your operations and your geographic regions.

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

Prowly

DECEMBER 4, 2024

Select X (Twitter), Facebook, Instagram, TikTok, and YouTube (available for Pro plan users only). For a commercial food company, potential brand safety issues include: Product safety signals Packaging/quality issues Cultural sensitivity Distribution problems Customer service Which keywords should you filter alerts by?

Data 104

Data Media Product Launch Analysis 104

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

Cision

APRIL 18, 2017

Write down all of the questions your customer service department is asked. And then I’ll give it another refresh by inviting an industry expert to a Facebook live to debate the pros and cons of the topic. If you have to choose just one, start with Facebook. Now, choose 10 of these items you’d like to use for content.

Exercises 198

Exercises Google Writing Blogging 198

Waxing UnLyrical

APRIL 30, 2013

After two days of searching, we believe the process went something like this: 1) Susan’s Facebook friend saw the image on Susan’s Facebook page and commented, “Can I share this?? ” Susan’s friend then shared it to her personal Facebook page with the privacy setting “friends only.”

Social Media 111

Social Media Reddit Media Facebook 111

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

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. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.

Social Media 156

Social Media Trends Media Instagram 156

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). Especially retweets and replies. That’s it.

Twitter 149

Twitter Company Brand Branding 149

Norton's Notes

DECEMBER 4, 2015

We all know Facebook is the behemoth of the social media world, our clients have to use it, and now it’s gone pay to play, we all have to spend our budgets to use it to get some kind of decent reach, unless you are in the camp that says it’s time to ignore the platform altogether. Here is their response: “Thanks for reaching out to Facebook.

Customer Service 28

Customer Service Facebook Social Media Agency 28

Cision

SEPTEMBER 29, 2015

If you’ve noticed an absence of certain business pages appearing in your Facebook newsfeed, there’s a reason. Facebook made changes to its algorithm earlier this year that has pushed many business pages to the background. Facebook Page Messaging. Now, at least when you see an MT on Twitter, you know what the heck it is!

Social Media 120

Social Media Media Facebook Customer Service 120

Cision

DECEMBER 14, 2015

For any post that you put on Facebook, Twitter, Instagram, etc., In a crisis you may find yourself in a situation where rather than pushing information out to influencers, media and customers, instead they are attempting to pull information from you. In non-crisis times, this is simply social care (customer service).

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

5W PR

OCTOBER 24, 2019

In preparation for this year’s holiday season, Facebook is introducing some enhancements to its business pages. These enhancements and additional features are designed to help streamline business operations on Facebook as traffic ramps up for the holiday season.

Facebook 60

Facebook Tools Advertising Advertising 60

Waxing UnLyrical

MARCH 25, 2013

Where did customers go to complain? The Chobani Facebook page. And the company has used a lot of the techniques I discussed recently, right here on WUL, on growing your Facebook community. WUL : And how many tweets and Facebook comments a day (or week) do you guys get? Ashley Butler : We make upwards of 2MM cases a week!

Customer Service 105

Customer Service Travel Facebook Web 105

Onclusive

JUNE 29, 2018

From Facebook to Starbucks, no brand is safe from a communications crisis. Scott highlighted major brand crises like Volkswagen, Tylenol and Facebook to describe how a crisis can quickly spiral out of control in the world on New PR. How and when your brand responds to the press is crucial to saving your brand’s reputation.

Crisis 186

Crisis How To Brand Branding 186

Cision

DECEMBER 28, 2015

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Put resources into fast social care (customer service). More than even Facebook, Twitter is the preferred social network for social care. Direct influencer-outreach. Seahawks #Rams.

Twitter 120

Twitter Brand Branding Customer Service 120