Rock the Status Quo

JULY 30, 2014

If you don’t have the ability to be strategic and create metrics around your desired end goal – outcomes – you are limited to measuring more nebulous things, such as mentions, reach, engagement and awareness. Q: One of the biggest changes in PR metrics is the shift from AVE’s to measuring outcomes.

Measurement 219

Measurement Customer Service Analytics Leadership 219

Onclusive

MARCH 17, 2021

Many in the industry agree and acknowledge that PR/Communications as an organization is way behind in adopting data-driven ways compared to their colleagues in marketing, finance, customer service or human resources as an example. As in any leadership structure, culture and tone is set and trickles top-down from the leadership team.

Data 195

Data Communications Reputation Data-Driven PR 195

ImPRessions - Crenshaw Communications

JULY 6, 2016

The smartest PR professionals help product or service companies identify their most powerful differentiators, shape a narrative, and tell their story where it counts. As PR measurement guru Katie Paine puts it, “The people brands are trying to reach simply will ignore everything most companies spew.”. PR today is about SEO.

SEO 204

SEO Analytics B2B Measurement 204

Onclusive

NOVEMBER 8, 2023

Experts have often debated the interesting PR problem of measuring the effectiveness of internal communications. Read up to learn more about measuring internal communications and how internal communications will continue to change in coming years. But what about other assets that the media or customers are likely to see?

Training 195

Training Media Training Crisis Communications Reputation 195

5W PR

APRIL 5, 2025

A well-structured crisis management approach combines preventive measures, response protocols, and recovery strategies to maintain business continuity during challenging times. Recent studies show that 95% of business leaders expect their organizations to face a crisis, yet only 49% have a crisis response plan in place.

Crisis Management 60

Crisis Management Crisis Crisis Communications Resources 60

Sword and the Script

MAY 28, 2024

Most B2B tech companies aim to improve customer retention this year, putting a renewed focus on building sustainable customer marketing teams that contribute to retention, and more importantly, measurable growth; Years ago, a SaaS company I was working for hired a person at the vice president level to run customer marketing.

B2B 138

B2B Survey Marketing Measurement 138

NewsWhip

JUNE 14, 2023

The post NewsWhip wins G2 Leadership Badges for Summer 2023 appeared first on Newswhip. So we’d greatly value a review on G2 here.

Leadership 78

Leadership Software Customer Service Small Business 78

5W PR

MARCH 18, 2025

A crisis communication team should include: Executive leadership Legal counsel PR/Communications staff Technical experts Customer service representatives Social media managers Regular crisis simulation exercises help teams practice coordinated responses. Focus on sharing official updates and helpful information.

Crisis 60

Crisis Healthcare Crisis Communications Crisis Management 60

Onclusive

AUGUST 30, 2023

Whether it’s social media, advertising campaigns, or customer service interactions, the brand’s voice, tone, and messaging should remain cohesive. Building Brand Awareness Through Thought Leadership Thought leadership is an effective way to establish a brand as an industry authority.

Brand 195

Brand Branding How To Reputation 195

Cision

APRIL 18, 2017

Write down all of the questions your customer service department is asked. Ditto for interviews and features—pitch the journalist on linking to a specific (measurable) page on your site to provide more depth to the piece they’re creating. Now, choose 10 of these items you’d like to use for content.

Exercises 198

Exercises Google Writing Blogging 198

5W PR

JUNE 15, 2020

There’s often no need to take the blame for something that isn’t the brand’s direct responsibility, but it’s always a good look to be seen taking leadership of a crisis response. Depending on the severity of the PR crisis, it could take some significant action to woo customers and fans back into the proverbial trust circle.

Crisis 113

Crisis Digital PR Retail Reputation 113

Sword and the Script

MAY 25, 2021

73% are willing to pay more for the product or service. The statistic on sharing data speaks directly to the marketing shop because many measure success, at least in part, based on event and content registration forms completed. 72% trust a business that “treats customers well, even in tough times.”.

Brand 112

Brand Branding Survey Customer Service 112

Cision

MARCH 28, 2016

Enterprise businesses are going through a digital transformation and executives are demanding measurable returns. The cross-functional contribution of ideas should come from sales, customer service, research, product development and any other departments. Leadership needs to understand how content leads,” says Carlos Abler.

Enterprise 120

Enterprise Strategy Storytelling Content Marketing 120

5W PR

OCTOBER 10, 2024

Strengthening ties with the community attracts customers who share these values.  Thought Leadership Positioning a brand as an industry leader helps differentiate it from competitors and attract customers seeking expertise and innovation. Establishing thought leadership builds credibility and attracts media attention. 

Consumer 78

Consumer Brand Branding Crisis Management 78

PRSay

MARCH 26, 2021

How do we change this expectation that people graduating must have a cumulative experience via free work to measure aptitude? 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 173

Publicity Nonprofit Customer Service Writing 173

Sword and the Script

DECEMBER 20, 2022

In-house and agency teams will be hard at work supporting Chief Information Security Officers (CISO) with messaging that convinces their leadership colleagues and board of directors that preparing for cyber-attacks is critical. They have also proven crucial in measuring the efficacy of PR campaigns and customizing them.

Marketing 213

Marketing Content Marketing Data Social Media 213

ImPRessions - Crenshaw Communications

MAY 15, 2018

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. Despite these missteps, Zuckerberg’s well-executed TV apologies and a flow of news about Facebook’s fresh privacy measures have helped it bounce back, at least in valuation. Five crisis PR first responses.

Crisis 136

Crisis Privacy Airlines Facebook 136

Katie Paine's Measurement Blog

MARCH 9, 2023

Making up Metrics I was recently on a conference call with a respected nternational measurement organization and a new member of the group was explaining how she’d been pressured by her CEO to put a dollar value on her efforts. “So There should be a special place in measurement hell for people who make up bad metrics.

Measurement 52

Measurement How To Comparison System 52

Stuart Bruce

OCTOBER 30, 2014

We can use it to measure and evaluate our success. But now as we reach maturity as young adults we’ve learnt how to listen and understand so social media becomes embedded in more and more aspects of the business moving from marketing and communications to customer service and beyond. She will be measurable. We can’t be.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

PRSay

MAY 18, 2016

In June, we saw AMEC upgrade its 5-year-old measurement guidelines to Barcelona Principles 2.0. In a more positive example, suppose you see a measurable traffic spike after a particular campaign. We measured share of voice and top topics of conversation for each and the data got included in Politico and USA Today. Conclusion.

Data 106

Data Meeting Measurement Report 106

Beyond PR

SEPTEMBER 12, 2016

Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition. Unlike intuition, though, branding can and must be quantified, measured and adapted to consumer preferences. So, how can companies manage and meet these expectations?

Measurement 40

Measurement Reputation Brand Branding 40

Sword and the Script

MARCH 15, 2022

This is an important point, because you want to be able to measure and compare results over time. A manual send is useful for those wise PR pros that want to review such summaries before they go out to leadership. That means the product has been tested in real environments with real customers. It’s mobile-friendly too.

Tools 165

Tools Media Software Analysis 165

5W PR

JANUARY 29, 2025

From real-world experiences to lasting connections to measurable change, this years CES was about making an impact. These developments suggest a future where AI is a regular part of everyday life, from customer service to companionship and household assistance.

Technology 78

Technology Healthcare Television Customer Service 78

Critical Mention

APRIL 8, 2018

PRNews Online is on our same page: “I f your PR agency lacks an automated PR measurement solution, a good portion of your investment likely is spent on an account executive charging for countless hours of combing through media coverage and social channels. Remember, PR is a client-driven business—leadership is keenly aware of this fact.

Media 64

Media Software Leadership Customer Service 64

PRSay

NOVEMBER 16, 2016

The lines are blurring among the disciplines of public relations, marketing, IT and customer service, and the need increases to create more collaborative teams and hybrid professionals. This plan brings vision, intention and qualitative and quantitative measures to track our progress. The path ahead is bright and exciting.

Privacy 60

Privacy Mobile Ethics Conference 60

Stephen Waddington

DECEMBER 30, 2019

There are long standing issues such as alignment with management, measurement, talent and diversity where incremental progress is made each year. It uses proxies as a measurement of success rather than key performance indicators that are aligned to the organisations that it serves. PR is a social science.

Government 103

Government Education Print Ethics 103

Cision

JANUARY 9, 2017

After all, there is a certain prestige to being published by an established publishing house, and many people perceive self-publishing as lower echelon of the measure of quality, publicity, and distribution of as lower quality. There’s a certain stigma attached when discussing self-publishing in mixed company. All-Inclusive.

Print 120

Print How To Local Customer Service 120

Prowly

APRIL 10, 2025

Outcome: Customers were able to return these too-revealing pants. And in the end, the company implemented better quality control measures and recovered from the crisis. Outcome : The company lost users and faced legal challenges, ultimately leading to changes in leadership and policies. The incident was captured on video.

104

104

Beyond PR

JULY 20, 2017

However, many professionals continue to use disjointed platforms and standalone measurement tools to manage and analyze their campaigns. Written by Jason Edelboim, President of Cision Americas, where he oversees sales, customer service and operations for the U.S.,

Communications 64

Communications YouTube Analytics Instagram 64

Beyond PR

JANUARY 16, 2018

The platform now measures and analyzes content from Facebook, Instagram, Twitter and YouTube. Jason Edelboim is President of Cision Americas, where he oversees sales, customer service and operations for the U.S., About Jason Edelboim. Canada and Latin America, as well as Cision’s Global Product organization.

Data 70

Data Retail How To Sports 70

Shift Communications

AUGUST 24, 2016

Lack of senior leadership endorsement/pressure. The outbound messaging creates measurable demand for the new services, which feeds into the CRM system. In concert with A/B message testing, Marketing helps customer service predict customer questions and develops materials to more quickly and easily resolve issues.

Data 60

Data Marketing System Google 60

Doctor Spin

APRIL 17, 2023

He argues that founders should not underestimate the power of compound growth and should measure their startup’s progress through weekly growth rates. Stuffed giraffe shows what customer service is all about. In 1975, a customer returned a set of tires to Nordstrom, even though the store had never sold tires before.

Strategy 52

Strategy Customer Service Airlines Hotels 52

Sword and the Script

JANUARY 3, 2023

How is public relations measured? Public relations (PR) practitioners use a variety of methods to measure the effectiveness of their campaigns. Overall, there are many ways to measure the effectiveness of PR campaigns, and the best approach will depend on the goals of the campaign and the organization.”.

Interviews 113

Interviews Publicity Technology Social Media 113

Communications Conversations

MAY 1, 2015

I also serve as a liaison between his accounts and our Customer Service teams, should a customer or claimant reach out to Jack through social media. I talked before about some of the topics of interest for Jack – and they’re not just about business or leadership or politics.

Social Media 60

Social Media Media Twitter Insurance 60

Beyond PR

OCTOBER 25, 2017

Check out how other companies are already doing this in our latest white paper How to Drive Revenue Growth with Earned Media Measurement and gauge your own level of earned media maturity with our interactive assessment, How Mature Is Your Earned Media Strategy? About Jason Edelboim.

Communications 73

Communications Analytics Analysis Data 73

PR 20/20

SEPTEMBER 17, 2019

The only conference where marketers, sales and leadership teams get aligned on digital and ignite true business transformation.”. Tracks include content strategy, core content concepts, future of content, and content management and measurement. Digital Sales & Marketing World. April 5 - 7, 2020 | Hartford, CT.

Conference 97

Conference Marketing Case Study Content Marketing 97

PR 20/20

NOVEMBER 30, 2022

Customer service? For instance, if you have extraordinary customer service, place your success rates or customer quotes across the home page to showcase third-party validation. Publishing regular content on a blog platform is great for SEO, thought leadership, and establishing internal subject matter experts.

Marketing 52

Marketing Technology International Internal 52