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

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Here’s a look at those who came out on top, and others who took a reputation beating last year. After “Today” show star Matt Lauer was abruptly fired following allegations of sexual misconduct, it seemed that NBC would take a terrible blow to its reputation. 2017 also brought a reckoning of sorts for Facebook.

Airlines 180

Airlines Reputation Journalism Crisis 180

Stuart Bruce

JUNE 24, 2014

Indeed what’s in that toolkit is constantly changing and updating, but the fundamental principles of reputation management, engagement, dialogue and relationship management remain. Working together they can begin to re-imagine businesses and organisations as more social entities without the rigid silo structures that currently exist.

Social Media 158

Social Media Media Training Media Training 158

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. Regularly reviewing these mentions as part of your social listening efforts helps gauge brand reputation and the impact of your PR campaigns.

Branding 104

Branding Brand How To Engineering 104

Flack's Revenge

NOVEMBER 23, 2016

Here, I thought I’d take the opposite approach – cite atypical PR missteps by brands that generally enjoy good reputations. Eventually Samsung completely killed the phone, but not before suffering significant damage in terms of reputation and sales. I am also thinking of John Grant’s great song Disappointing.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

Onclusive

JUNE 29, 2018

From Facebook to Starbucks, no brand is safe from a communications crisis. How and when your brand responds to the press is crucial to saving your brand’s reputation. 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.

Crisis 186

Crisis How To Branding Brand 186

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. They would have a Facebook page.

Airlines 60

Airlines Reputation Branding Brand 60

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

Melissa Agnes

FEBRUARY 16, 2016

In order to do this, begin by asking yourself and your team the following question: Who, in a crisis, do you need to communicate with in order to minimize the negative reputational impact on your organization? Twitter, Facebook, an investor or internal website, etc.)? The first step is to identify exactly who your key stakeholders are.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Flack's Revenge

DECEMBER 5, 2018

Second, you need to have very different strategies for each channel, recognizing that Twitter is for real-time engagement, including social customer service. Instagram is all about dazzling images and stories and Facebook is increasingly about video storytelling. Can the ship be righted? Who said the ship is listing or sinking?

Social Media 149

Social Media Marketing Media B2B 149

Cision

MAY 18, 2015

According to a paper published by the Semantic Technology Institute , social listening may encompass one or all of the following functions: Reputation management. Influencer detection and customer relationship management. Probably the least exciting aspect of social listening is customer service. Competitor analysis.

Customer Service 120

Customer Service Social Media Analysis Data 120

Cision

OCTOBER 24, 2015

Social media has become a centerpiece for brands’ reputations. Customer service departments have had to shift their strategies, while HR departments have started to turn employees into brand advocates. Are they getting twice as many Likes from their Facebook posts? Are they using ads to promote their posts on Facebook?

Social Media 120

Social Media Real Estate Media How To 120

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

Marketwired

JANUARY 26, 2016

We’re now direct ambassadors of trust and reputation. I had an interesting customer experience yesterday that reminded me how easy it is to break someone’s trust in a brand. I reached out on Twitter and I received a prompt response, but they pointed me to a form on their website to create a customer service ticket.

Branding 100

Branding Brand Customer Service Reputation 100

Cision

MARCH 13, 2017

While there are many online challenges faced by business today, content marketing, digital marketing, SEO and social media are all trying to achieve a single purpose – increase brand reputation and improve awareness about the company. Social media has always been recognized as a strong customer service facilitator.

SEO 229

SEO Social Media Tools Google 229

Sword and the Script

NOVEMBER 3, 2020

business is now supporting Instagram Messaging, which will provide a “unified inbox” for customer service teams with “high-volume” messaging. click image for higher resolution) 3) PR tech mentions Reputation mentioning company RepTrak has tapped Onclusive for media monitoring. Separately, Cision said it’s Falcon.io

Instagram 160

Instagram Technology Resources Employee 160

Stephen Waddington

MAY 16, 2017

Journalists in almost every category have been augmented by so-called influencers that have built their own networks on reputation. The majority of online communities are used as a means of content marketing, or rudimentary customer service. Media relations is making way for influencer relations. Influencer relations.

Publicity 119

Publicity Customer Service Community Internal 119

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. then you need to actively let your customers and prospects know this.

Communications 106

Communications Branding Brand Policies 106

Critical Mention

MARCH 15, 2019

Make your Facebook page mobile-friendly. While automatic mobile formatting works well on platforms like Instagram or Twitter, on Facebook it may leave you with poor user experience, including poorly cropped images and hidden copy. Alexa Lemzy is the blog editor and customer service maven at TextMagic. Until next time!

Mobile 109

Mobile Social Media Marketing Media 109

ImPRessions - Crenshaw Communications

MAY 15, 2018

Facebook dodges blame. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke. Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes.

Crisis 136

Crisis Privacy Airlines Facebook 136

Prohibition

JANUARY 17, 2022

A crisis communication plan can help you; during crisis mode and after a crisis, assist you in maintaining your excellent reputation with customers, competitors, and industry leaders. Rather than directly contacting customer support representatives, customers frequently vent their frustrations on social media.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

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. Doing so allows you to analyze your organization’s reputation and adjust your audience’s perspective on your brand. Share Tweet Share.

Social Media 105

Social Media Media Customer Service Radio 105

Stuart Bruce

OCTOBER 30, 2014

I won’t be predicting that Whisper is the next Twitter or Snapchat is the next Facebook. Almost 70% of Facebook time is spent on mobile. We can understand how Facebook and Twitter conversations can represent different parts of the community. But first I want to examine what are the factors that are shaping the future.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Waxing UnLyrical

MAY 19, 2014

Why: Trust and reputation are directly related to the value of business relationships. Why: In this classic from the WUL vault, I examine the real value of Facebook fans. The Human Touch of Automation: A Customer Experience Experience. Twitter Facebook Google+ LinkedIn Monday Roundup: Value. Based in the Washington, D.C.,

Customer Service 76

Customer Service Resources B2B Facebook 76

Cision

JULY 6, 2015

Some social conversations are focused on a customer service concern with little latitude for platitude, but social customers otherwise manage interpersonal distance quite effectively (mute, unfollow, disregard, delete). The challenge then is to identify the right people to engage with. The same applies for social media.

Social Media 120

Social Media Media Wikipedia Tools 120

PRSay

JUNE 26, 2016

So, hold off on the tweets, Facebook updates, Instagram posts and snaps on Snapchat (the communication tactics) until you address social media by using it as a part of your planning process: Get closer to your customers and learn about the market through social media data and analytics.

Social Media 113

Social Media Media Infographics Community 113

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

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. Facebook reels have been gaining traction recently as the platform mirrors the short-form content trend popularised by TikTok, following success on Instagram. Facebook becomes the customer service go to for consumers.

Social Media 62

Social Media Trends Media Instagram 62

5W PR

MAY 31, 2019

A major obstacle for you as an e-commerce store owner is to build trust between your budding brand and your target customers. A bad reputation serves no one, while good quality products and a sense of reliability and helpfulness will all add up to a positive experience for your existing and potential customers.

Customer Service 68

Customer Service Retail Reputation Facebook 68

Rock the Status Quo

OCTOBER 27, 2015

Potential risk, how to respond in a way that minimizes damage or–in a best case scenario–boost reputation when a troll jumps into a conversation… When you aren’t sure what to do, decision trees can make the decision simple. Silence is often the best option, once you are sure it is actually a troll and not a customer.

Social Media 100

Social Media Groups Community Construction 100

Stephen Waddington

FEBRUARY 12, 2019

Facebook has a strong and growing platform of services including Instagram and WhatsApp. The result is pointless at best and a reputational issue at worst. In this way an organisation seeks to build reputation and engagement not only through third-party influence but also directly via its own media and social forms of media.

Publicity 79

Publicity Community Pinterest Reputation 79

5W PR

OCTOBER 29, 2019

Now, more than ever, tools are available to assist businesses in connecting with customers and building valuable relationships with them. Social media platforms such as Facebook now allows businesses to tailor their messaging platform that interacts with customers. Consider the importance of brand loyalty.

Data 60

Data Customer Service Consumer Technology 60

Newsfile

JANUARY 30, 2024

Social Media Engagement Since the ultimate goal of PR is to manage and enhance public perception and reputation, having a strong social media presence is key. Platforms like Facebook and YouTube will continue to be effective since they have the top two numbers of social media users worldwide.

Trends 105

Trends YouTube Video Social Media 105

Waxing UnLyrical

APRIL 11, 2012

If you botch an interview, you run the very real risk of damaging your reputation, losing brand value and jeopardizing organizational objectives. One of my biggest peeves is seeing a company start a Twitter account or Facebook Page after a crisis happens, or seeing an uptick in activity after the bottom falls out.

Media Training 70

Media Training Crisis Training Crisis Communications 70

Stephen Waddington

JANUARY 15, 2020

It is almost a sport on Facebook, Instagram and Twitter. Most brands have learnt that the customer service or reputational impact of the occasion rogue tweet isn’t worth the cost of 24/7 social media management. Brand shaming has become commonplace. It’s a powerful form of advocacy.

Storytelling 78

Storytelling Social Media Internal International 78

Engage PR

JANUARY 6, 2018

Just because 2billion people are on Facebook does not necessarily mean your business should have a Facebook presence. And if you’re not listening or acting on these conversations then not only are potential opportunities being missed but brand reputation is at risk.

Social Media 60

Social Media Strategy Media Survey 60

Critical Mention

AUGUST 21, 2018

From Google to Facebook to Yelp, what people say about your company matters. According to a 2017 local customer review survey, 85% of customers trust online reviews as much as their friends’ recommendations. Writing it to appeal to your target audience also improves your reputation in the long run. Respond quickly.

Customer Service 61

Customer Service Writing Financial Local 61