Social media has opened a new frontier in customer service, allowing communicators to find and respond directly to customers in real time. But it has also made customer service something of a spectator sport. Speaking at PR News’ Digital PR & Marketing Summit in Miami, Brandi Boatner, social & influencer communications lead at IBM, shared a few critical questions to ask to determine whether social customer care is right for your brand.
Social Media & SEO
IBM’s 5 Questions to Ask Before Approaching Social Customer Care
October 19th, 2017 by Samantha Wood7 Best Practices for Listening and Engagement on Twitter
October 18th, 2017 by Ian James WrightIt takes more time to engage thoughtfully than it does to schedule a few tweets and call it a day, but it’s a solid investment. If you’re going to commit to using Twitter to really build your brand, Adam Snyder of MUFG (Mitsubishi UFJ Financial Group) has some advice for you.
Twitter’s New Video Ad Format Looks to Up Clickthrough Rates
October 17th, 2017 by Ian James WrightTwitter announced the new Video Website Card Oct. 17, an ad format that “combines the power of video with the ability to drive users back to a site to learn more or take action in the moment.” In basic terms, it’s an auto-playing video that, if a viewer taps to learn more, anchors to the top of the screen and continues playing while a website loads below.
Facebook Takes First Steps Into Food Ordering, Job Hunting
October 16th, 2017 by Ian James WrightFacebook wants to be your everything. Think about all the features that have been added since the days when you couldn’t do much more than post a status or picture: games, trending news, classified ads, fitness tracking, movie tickets, ride hailing, the list goes on. And now, the social media giant’s latest endeavors include food delivery and a LinkedIn-like resume feature.
Does PR Have a Reputation Problem with the Media?
October 16th, 2017 by Diane SchwartzWhen Facebook’s Sheryl Sandberg took a trip to DC last week to assure politicians that Facebook was taking serious the claims about Russian meddling in our elections, it was referred to as a “PR Blitz”… Continued
Twitter’s Leadership, Judgment Questioned as Rose McGowan’s Account Suspended
October 12th, 2017 by Ian James WrightTwitter just can’t seem to get a handle on its moderation issues. Rose McGowan is the latest to get caught up in Twitter’s uneven attempts to enforce civility. The actress’ account was temporarily suspended without an immediate explanation—and the eventual explanation from Twitter only raised more criticism.
Three Must-Haves for Effective Customer Emails
October 12th, 2017 by Elisabeth Deckon and Michelle Morris, Dodge CommunicationsSay what you will about the latest social platforms, email continues to be the old reliable when it comes to marketing. Email yielded a median ROI of 122%—more than four times higher than other marketing formats, including social media, direct mail and paid search—per a 2016 US marketers survey. On the other hand, most peoples’ inboxes are more crowded than a subway train during rush hour. The challenge is breaking through the noise. We provide three tips to help your marketing email rise above the din.
2 New Desktop-Based Social Media Tools to Try
October 11th, 2017 by Ian James WrightSocial media pros looking for ways to make their lives easier have some new options this week. Twitteriffic and Windowed offer users working on desktop or laptop more powerful and feature-laden experiences for Twitter and Instagram, respectively.
What ESPN’s Suspension of Jemele Hill Means for Your Brand’s Social Media Guidelines
October 11th, 2017 by Steve GoldsteinWe’re deep in month 10 of the Trump administration, and it’s playing out as expected. As it was during the 2016 election, public discourse continues to be bitter, divisive and full of rage, and it’s… Continued
Snapchat Rolls Out Context Cards, a New Marketing Feature, Escalating Its Battle With Instagram
October 10th, 2017 by Jerry AsciertoThe battle between Instagram and Snapchat for more users and marketing dollars continues its heated pace. This morning, Snapchat introduced a new marketing tool called Context Cards giving Snapchat users a way to get instant information about a business featured in a Snap. Meanwhile, Instagram announced a couple of new features in the last week, including an interactive polling sticker for Stories that closely resembles Snapchat’s third-party Polly feature.