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Retailers Proven Kings of Customer Service

April 4th, 2011 by

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U.S. consumers rate retailers as the greatest customer service providers among 143 large companies, while healthcare providers rank last. 

Case Study: Bay Area Nonprofit Bag Effort Is Anything But Static, Embracing Viral Video and Bloggers to Save S.F. Bay

April 4th, 2011 by

In a quest to curb the use of plastic grocery bags, the Bay Area nonprofit group Save the Bay went mano y mano with the deep-pocketed plastics industry, and was successful in spurring action among the public and government officials.

Quick Study: Public on Nuke Fence; Retailers Customer-Savvy; Managers Lack Training; Social Ads Low Traffic Drivers

April 4th, 2011 by

â–¶ U.S. Divided on Nuclear: Three weeks after a massive earthquake and tsunami crippled four nuclear reactors in Japan, Americans are displaying only a slight shift in their opinions on nuclear power, says a new… Continued

Charting the Industry: How Communicators Value Facebook

April 4th, 2011 by

What does a Facebook fan mean to an organization? A new study that delves into fans and brands finds that gaining insight and customer loyalty are two major benefits for communicators. ROI, however, is another story.

Crisis Comms Online: Keep Pushing And Please Don’t Feed the Trolls

April 4th, 2011 by

Don’t wait until a nasty online post takes a bite out of your brand. Be proactive by creating and posting compelling content on varying domain names that will overwhelm the negative and accentuate the positive.

Case Study: External Approach to Internal Comms Equals Better Employee Engagement

April 4th, 2011 by

Employees should be reached through the same communications strategies and platforms they use when they’re not at work. Here’s how Dow Advanced Chemicals applied an external outreach model for best internal results.

Despite Multitasking, Consumers Still Drawn in by TV

March 28th, 2011 by

While TV viewing habits have been greatly influenced by simultaneous online and mobile engagement, the majority of Americans’ purchasing decisions are still influenced by TV ads.

Know Your Letters: Spelling Variations Matter in Branding 

March 28th, 2011 by

Americans’ perception of brands are shaped by spelling variants within company names. The tailoring of words can change whether a company is viewed as innovative or capable.

Video: PR and the Battle for Social Media Leadership

March 28th, 2011 by

In this video clip, PR News SVP and group publisher Diane Schwartz discusses with Ragan Communications’ Mark Ragan the importance of excellent
writing and communication skills in social media and the competition between marketing and PR for control of social media within organizations.

Tip Sheet: How to Pick the Right Crisis Comms Counsel

March 28th, 2011 by

In what could be your most critical pre-crisis decision, here are some important considerations when choosing the right crisis communications help.