Onclusive

AUGUST 9, 2021

Internal Communications. The truth is that internal communications are really important to how things get done in any organization. Measuring the effectiveness of internal communications is an interesting PR problem that has often been debated by experts. How do you know what’s working? Media Training. Data Journalism.

Training 370

Training Media Training Crisis Communications Reputation 370

The Proactive Report

FEBRUARY 24, 2017

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. It’s become an International dial tone, like the internet itself, like your phone service or your AM, FM, and Ham Radio spectrum. Q: If it does go away how will that affect brands that use it for customer service?

Twitter 235

Twitter Customer Service Web Facebook 235

Cision

AUGUST 22, 2017

Everyone wants a say in your brand’s messaging, and it’s important to consider a diverse set of recommendations from internal stakeholders at all levels of the organization. What may be even more important is paying attention to your customers. But whether internal or external, all communications should relay the same message.

Company 267

Company How To Employee Customer Service 267

5W PR

FEBRUARY 17, 2025

This includes internal messaging for employees, external statements for customers, and responses to media inquiries. This involves identifying the root cause, implementing corrective actions, and improving internal processes. Engaging Directly with Customers Direct engagement with customers can help rebuild relationships.

Crisis 78

Crisis Branding Brand Case Study 78

Onclusive

JUNE 1, 2023

When a journalist writes a negative article, internal stakeholders may jump to conclusions about the impact that will have on your brand. With a robust social listening tool, you can create compelling reports in minutes that will speak volumes to senior internal stakeholders.

Strategy 370

Strategy Communications Reputation Measurement 370

5W PR

FEBRUARY 14, 2025

Assign specific roles: Primary spokesperson Information gatherer Social media monitor Customer service lead Operations coordinator Run quarterly mini-drills lasting 30 minutes to practice crisis scenarios. These sessions help team members internalize their roles while identifying gaps in your response plan.

Small Business 78

Small Business Crisis Communications Crisis Communications 78

Agility PR Solutions

FEBRUARY 7, 2024

While it’s vital that the core fundamentals of your company such as the product, the team, the internal systems, and the customer service are at a high level, in the modern world, […] The post 3 tips for improving your company’s brand image appeared first on Agility PR Solutions.

Branding 171

Branding Brand Customer Service System 171

ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. These days, customer relations is public relations, especially for high-growth DTC brands. The internal phone directory instructs colleagues on how to send secret feedback to one another’s bosses.

Customer Service 156

Customer Service Employee Reputation Leadership 156

Shift Communications

SEPTEMBER 13, 2016

PR service isn’t customer service. Behind a counter, it’s good for business to go along with all of your customer’s wishes. Performance issues are easy to avoid when there is high internal visibility on employee output vs. hours worked. Client relations are not customer service. Savannah Whitman.

Customer Service 60

Customer Service Course Internal International 60

Melissa Agnes

SEPTEMBER 16, 2014

A social media manager loses their temper in a customer service post on Facebook. If they are in any way responsible for content, customer service, monitoring or answering fan questions, they need to have a deeper level of training. A fast food worker stomps in a lettuce bin and posts it on YouTube.

Social Media 239

Social Media Crisis Training Media 239

Cision

AUGUST 30, 2016

How many international organizations were prepared for #Brexit and its impact on their business? Set this scenario storm at regular intervals – say, once a quarter – or when your business landscape changes, e.g. new office, new international markets, new political climate. Is there a materials shortage in your supply chain?

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

5W PR

FEBRUARY 27, 2025

PR teams must coordinate with legal, manufacturing, and customer service departments to craft accurate messaging that addresses consumer concerns while meeting regulatory requirements. LEGO exemplifies this approach by publicly sharing their safety testing procedures and compliance with international standards like ASTM F963 and EN71.

Communications 78

Communications Education Consumer Guidelines 78

Presspage

DECEMBER 20, 2024

By keeping tabs on both internal and external developments, youll gain a clear picture of which trends or potential issues could impact your organization. Whether its customer feedback, industry developments, or chatter on social media, you want to stay alert to whats happening internally and externally for your organization.

Reputation 78

Reputation Crisis Trends Customer Service 78

Stephen Waddington

JANUARY 15, 2020

There were some clear misses in my original essay: social media activism, internal communications, storytelling and professionalism in PR. 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. It is enjoying significant growth.

Storytelling 78

Storytelling Social Media Internal International 78

Cision

MAY 16, 2016

You’re going up against your competitors, their internal thought leaders and the external influencers with whom they have partnered. . One way to keep your positive sentiment higher than your competitors is to take note of customer complaints. Your brand is not the only one targeting your audience.

Measurement 159

Measurement Branding Brand Pitching 159

Stephen Waddington

MAY 16, 2017

They’re engaging directly with internal and external stakeholders. This is arguably the most powerful form of media for both internal and external communications. The majority of online communities are used as a means of content marketing, or rudimentary customer service. Organisations as influencers and media.

Publicity 119

Publicity Customer Service Community Internal 119

Onclusive

NOVEMBER 8, 2023

Internal Communications Internal communications are crucial in determining how things are accomplished in any organization. Experts have often debated the interesting PR problem of measuring the effectiveness of internal communications. How do you know what’s working?

Training 195

Training Media Training Crisis Communications Reputation 195

ImPRessions - Crenshaw Communications

JULY 6, 2016

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. They must offer ideas and inspiration, not just great products and services. Even consumer brands need to position themselves and their companies as leaders.

SEO 204

SEO Analytics Measurement B2B 204

Cision

APRIL 3, 2015

To tap into this market, brands need to empower internal supporters and stakeholders to join the conversation on social media. 6 Customer Service Insights From Peter Shankman. Every instance of bad customer service costs brands $700 in lost sales. Your audience demands real-time dialogue and immediate answers.

Marketing 120

Marketing Customer Service Employee Mobile 120

Buzzstream

SEPTEMBER 4, 2024

Since not many agencies do pitching and content ideation for international clients, I thought I could learn a lot from speaking with her—and I was not disappointed. Manual Prospecting is Key Although helpful, media databases may not always provide up-to-date contacts for international markets. Like you have to be pitching your stuff.

Internal 62

Internal International Digital PR Course 62

Onclusive

JANUARY 10, 2018

Trends will continue to support a wave of education for PR and it’s internal partners to consider and accept PR’s positive impact.”. Brand lift, moving customers through the funnel more quickly, organizational efficiency, customer service, product development – the list goes on and on.

Content Marketing 150

Content Marketing Measurement Interviews Marketing 150

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video also works well as an internal tool for company announcements or simply to show accessibility, as Intuit CEO Brad Smith does in his “ new employee welcome message.” Internal communications teams use video to convey a corporate culture. A personalized way to attract talent. Make case studies more visual.

Video 149

Video Case Study Agriculture B2B 149

Cision

AUGUST 2, 2016

Look internally. Most brands focus externally when creating and promoting content, but they’re missing an important audience to include: the internal audience. If your internal audience isn’t interested in the content you create, how can you expect your external audience to be?

Internal 120

Internal International Customer Service Pitching 120

Onclusive

JUNE 29, 2018

As CEO and co-managing partner of Brain+Trust Partners, he addresses and advises businesses and groups on how to move at the speed of customers. As CEO and co-managing partner of Brain+Trust Partners, he addresses and advises businesses and groups on how to move at the speed of customers.

Crisis 186

Crisis How To Branding Brand 186

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. To help you create your social media marketing strategy, we have 15 of the top social media trends you need to follow in 2019!

Social Media 156

Social Media Trends Media Instagram 156

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

In an internal company email CEO Bob Gamgort explained that the company didn’t intend to appear to “take sides” in the emotionally charged dispute and apologized to employees for their distress. It pays to overprepare for the public and internal response after any move that may seem controversial.

Branding 136

Branding Brand Advertising Advertising 136

Waxing UnLyrical

JUNE 15, 2011

As a cable company, Comcast is notorious for poor customer service. However, they are able to leverage a personal experience to their Twitter account by humanizing the customer service experience. Bill Gerth is the trust agent for Comcast and he responds to customer inquiries and issues with his own voice.

Branding 86

Branding Brand Customer Service Twitter 86

Cision

APRIL 18, 2017

Write down all of the questions your customer service department is asked. Go to your website or your internal server/Dropbox/Google Drive and grab your most recent frequently asked questions sheet. If not, complete the following exercise: Write down all of the questions you are asked in new business—aka sales—meetings.

Exercises 198

Exercises Google Writing Blogging 198

Cision

FEBRUARY 11, 2016

By investing in social listening software , you’ll be able to help all departments, including solving customer service issues, monitoring rising crises and identifying sales opportunities. Plus, you’ll be able to identify the internal thought leaders in your organization.

Enterprise 120

Enterprise Strategy Pinterest Customer Service 120

PRSay

MARCH 26, 2021

Internalizing messages that we have to do more and make more leads to burnout and hurts our creativity. Public relations and communications is one piece of DE&I that should be working alongside research and development teams, human resource teams and customer service teams to improve experiences and messages.

Publicity 170

Publicity Nonprofit Customer Service Writing 170

Buzzstream

DECEMBER 6, 2024

Id say overall their customer service is also a standout for me. The Editorielle team told me they do work with US and international publications, but their focus seems to be UK. Danielle agreed, It might not be the best fit if youre not based in the UK or if you need international media coverage.

Case Study 116

Case Study Pitching B2B Tools 116

Sword and the Script

NOVEMBER 5, 2019

This month was no exception, and perhaps because many of the launches were timed with annual PRSA International Conference which wrapped up recently. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. What sort of data? Why would you do this?

Internal 70

Internal International Data Media 70

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. Knowing the signs that lead to such a decision can help ensure a smooth transition from internal to external team.

Company 136

Company Interviews Reputation Privacy 136

Agility PR Solutions

MARCH 30, 2023

As helpful as it’s been with internal workflow like task automation, B2B companies (and B2C, for that matter) continue to struggle with using AI as a customer service tool—but with business buyers’ expectations now sky-high for seamless experiences, new research from market intelligence firm IDC asserts that getting the adoption of artificial intelligence (..)

Enterprise 78

Enterprise B2B B2C Customer Service 78

Melissa Agnes

FEBRUARY 16, 2016

Twitter, Facebook, an investor or internal website, etc.)? This involves monitoring everything from discussions, questions and inquiries on social media, your customer service lines, emails, the media, Google, etc. Which channels do you engage your stakeholders on regularly (e.g.: Do the work now.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Cision

APRIL 28, 2015

It was an internal argument taking place in public. They would still have to pay their bills, deal with customer service, and hope their WiFi worked. Which party was telling the truth? Did it matter? It didn’t seem to. The public mostly ignored the story. It didn’t affect the public any. What this means for you.

Employee 120

Employee Print Customer Service Local 120

Sword and the Script

JULY 30, 2019

Not any more than, a CRM database is customer service. This makes the education of business leaders – the internal marketing of marketing if you will – a continuous effort. Marketing technology (martech) is not marketing. Or consider these comparisons: Graphic design software is not creativity. A spreadsheet is not accounting.

Marketing 106

Marketing Comparison Enterprise Technology 106