Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Stuart Bruce

SEPTEMBER 30, 2014

One of the earliest remarks that resonated with me was made by Alex Pearmain who said “If you’re a good communicator, you’re probably a good tweeter” Journalist Oliver Smith pointed out that only 11 of the FTSE 100 chief executives had Twitter accounts and some of them weren’t even using them.

Social Media 150

Social Media Twitter Radio Sports 150

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 Measurement 104

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

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. Conclusion: Do not fly Spirit.

Airlines 60

Airlines Reputation Branding Brand 60

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

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. Likewise for Twitter. Apply what you know.

Social Media 100

Social Media Media Customer Service Resources 100

Cision

JUNE 3, 2015

Deciding where you communicate, how you communicate, when you communicate, to whom you communicate and especially who does the communicating all set the foundation (be it sturdy or flimsy) of a reputation. I will also cover the basics of how to deal with a crisis online and how to rebuild the brand after a crisis has damaged your reputation.

Crisis 120

Crisis Construction Viral Reputation 120

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

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. And Twitter is struggling to find its way but hopefully will turn itself around given its unique strengths. The post Does Social Media Marketing need a Reboot?

Social Media 149

Social Media Marketing Media B2B 149

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

Reports and occasional videos of angry Keurig owners smashing their appliances appeared on Twitter, and #boycottkeurig swiftly rose to the top of Twitter trending topics. A few simple steps can help protect reputation and resolve the issue relatively quickly. What’s a brand to do? Have a clear advertising policy.

Branding 136

Branding Brand Advertising Advertising 136

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

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

ImPRessions - Crenshaw Communications

DECEMBER 21, 2016

PR and CX go hand in hand, since it’s PR’s role to burnish a brand reputation and the job can only be done when the customer experience lives up to expectations. Everyone loves a story of customer service that goes above and beyond. PR must function in real time. PR will embrace paid media.

B2B 120

B2B Customer Service Software Technology 120

Cision

NOVEMBER 20, 2015

Each delved into how social intelligence can help you listen to conversations online to benefit your brand’s customer service, marketing, product development, sales and PR initiatives. Reputation as a destination for inspiration. What Mainstream America Still Doesn’t Get About Black Twitter. Measurement.

Media 120

Media Social Media Community Measurement 120

Critical Mention

MARCH 15, 2019

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. By monitoring your brand’s reputation through social media, you can keep your eye on competitors and industry news. Use Quick Response (QR) codes.

Mobile 109

Mobile Social Media Marketing Media 109

5W PR

APRIL 18, 2022

Many companies have realized the power of social media and digital PR reviews to impact their reputation and bottom lines. Instead of leaving consumers to spread the word about a business, top brands have started to actively encourage customers to share their reviews and experiences. Reputation Management.

Strategy 88

Strategy Marketing Reputation Survey 88

Cision

AUGUST 9, 2016

A Twitter mindset is helpful in working with journalists. What role does social media play in reputation and crisis management today? In maintaining and building brand reputation, social media also allows public relations professionals to empower their customer advocates with shareable information.

Crisis 0

Crisis Reputation Study Social Media 0

Rock the Status Quo

MARCH 30, 2015

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could help customers by saving them a few mouse clicks. ” Okay. Triple hmmmmm.

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

Sword and the Script

FEBRUARY 5, 2019

The CEO has recently made rounds on The Street to sell analysts on the idea the company will pay down debt by cutting promotional discounts, raising prices and retaining customers. For sure, Twitter is not the real world. For example, bring your PR and customer service teams into the advertising planning process.

Advertising 61

Advertising Advertising Social Media Twitter 61

Rock the Status Quo

MAY 18, 2015

Most people who handle traditional public relations think of speaking opportunities – but they overlook the ONLINE SPEAKING opportunities: webinars, podcasts, Twitter chats and Google hangouts. Identify online influencers who do webinars, podcasts, Twitter chats and/or Google Hangouts. Ask in industry social media events.

Publicity 100

Publicity Trade Shows Google Twitter 100

Stuart Bruce

OCTOBER 30, 2014

I won’t be predicting that Whisper is the next Twitter or Snapchat is the next Facebook. It’s 86% for Twitter, 98% for Instagram or 100% for Snapchat. We can understand how Facebook and Twitter conversations can represent different parts of the community. Advertising can’t do that. I see three main drivers.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

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

Sword and the Script

NOVEMBER 19, 2019

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. Our story and go-to-market approach around offering a heightened “concierge” level of service was derived from market and customer insights as well as the heritage of the brand.

Storytelling 89

Storytelling Brand Branding Customer Service 89

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. Let’s give them less of a spotlight, and focus our energy on customer service.

Social Media 100

Social Media Groups Community Construction 100

Cision

APRIL 5, 2016

I strongly believe in the good of PR and how it can affect a company or brand reputation. In addition, social media campaigns are very real — people can communicate with customer service departments all over the world with only 140 characters, faster than they can drive to a store and handle it in person.

Sports 120

Sports Industry Customer Service Travel 120

Stephen Waddington

SEPTEMBER 5, 2018

According to Forrester, the potential of social listening lies in its ability to provide insights for use across diverse business units including customer service, market research, product development, and reputation management. But organisations aren’t yet using social intelligence as a strategic tool.

Web 68

Web Social Media Tools Enterprise 68

PRSay

JUNE 26, 2016

Of course, using social media data along with web analytics, customer service, and sales and marketing data helps to paint a much clearer picture of your customers and how they feel about your business. who are driving critical conversations, news stories and content related to important issues.

Social Media 113

Social Media Media Infographics Community 113

Waxing UnLyrical

MAY 19, 2014

Why: Trust and reputation are directly related to the value of business relationships. The Human Touch of Automation: A Customer Experience Experience. Ken Muller shares a personal experience where automation enhanced his customer service experience. Twitter Facebook Google+ LinkedIn Monday Roundup: Value.

Customer Service 76

Customer Service Resources B2B Facebook 76

Sword and the Script

DECEMBER 3, 2019

In addition, “Instagram has grown in significance, with 22% selecting it as their most important social channel, up from 9% last year, passing Twitter and closing in on Facebook in importance.”. PR wants to work with fair and reputable reporters the same way reporters want to work with credible sources.

Data 105

Data Enterprise Survey Instagram 105

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

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. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Social Media 62

Social Media Trends Media Instagram 62

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.

Social Media 120

Social Media Media Wikipedia Tools 120

ImPRessions - Crenshaw Communications

MAY 15, 2018

Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. Southwest later showed good taste along with solid PR judgment by suspending its marketing and advertising. Starbucks’ solution to a venti problem.

Crisis 136

Crisis Privacy Airlines Facebook 136

Stephen Waddington

FEBRUARY 12, 2019

Twitter continues to have significant influence on the news media and is used by politicians, journalists and activists. The result is pointless at best and a reputational issue at worst. Instead technology is used to enable practitioners to work smarter and offer new services. We shouldn’t be surprised.

Publicity 79

Publicity Community Pinterest Reputation 79

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. Twitter has recognised that brand trolling has become such an issue that it is rolling out moderation tools.

Storytelling 78

Storytelling Social Media Internal International 78