Archive:

shutterstock_71092255

Nissan’s Loud and Clear Lessons in Social Listening

February 17th, 2017 by

When it comes to social listening, it can be difficult to cut through the noise. While many analytics tools attempt to measure sentiment—to quantify how positive or negative a social media post or engagement is received—it has proven to be an elusive metric, even for a brand as big as Nissan. “One big misconception is trying to model the information in social media into something you want it to be, instead of listening to what the customer is saying and fixing the problem presented to you,” says Bryan Long of Nissan.

PR Insider: Best Practices for Customer Support via Social Media

November 10th, 2014 by

Below are a few reasons you should establish customer support on social media, and a few best practices for doing it – plus a few big blunders to avoid.

PR Insider: American Airlines Offers a Lesson in Social Media

December 16th, 2013 by

Airlines have a poor reputation for customer service, but American Airlines has recently fought to turn that around through social media.

McDonald’s Makes Point of Repairing Its Service Issues in Public

November 15th, 2013 by

The solution McDonald’s crafted to its customer service problem is a great example of effective communications.