Customer Service | Communiqué PR
How Twitter’s Seven Steps to Customer Service Relate to Your PR Practice
When customers have a bad experience with a brand, there’s a good chance they’re going to tweet about it. To help brands improve their customer interactions, Twitter recently released a 122-page customer service playbook. Clearly this is a serious topic since a social media platform known for brevity decided to devote more than a 100 pages covering it. So how [...]
Filed under: Branding, COMMUNIQUÉ PR, Crisis Communications, Monitor and Measure, Planning, PR trends, Reputation Management, Social media, Strategy, Tech Industry
The Art of Apologizing on Twitter
As Twitter’s popularity and user base have rapidly grown in the last eight years, companies have used this as an opportunity to engage customers on the social networking and micro-blogging site. Twitter has become a medium for entertainment, news, product releases and reviews, as well as brand building. However, the instantaneous, small word-count tweet can sometimes go out a little [...]
Filed under: Crisis Communications, PUBLIC RELATIONS, Social media
Buzz Building Through Customer Service
There have been many articles written about Zappos branding strategy and brand promise. The company has a reputation of repeat business and customer loyalty due to word of mouth about its fantastic customer service. Just take a look at this 2010 article, "Branding Through Customer Service, From Delivering Happiness: A Path to Passion, Profits and Purpose," by Tony Hsieh. In [...]
Filed under: Branding, COMMUNIQUÉ PR, Consumer, Strategy
Regularly Re-Winning Your Clients’ Business
Why do some agencies have a significant amount of client churn, while others maintain long client relationships? I posed this question to one of our clients, James Mustarde with Twisted Pair Solutions in Seattle. James has a unique perspective on this topic because early in his career he worked for a PR firm on the Rolls-Royce Motor Cars account, where [...]
Filed under: PUBLIC RELATIONS
Perfecting Your Company’s Customer Service
Yesterday, in the midst of cramming for a midterm, my computer decided to freeze. Panicked, I ran through all the usual restart motions, but nothing seemed to work. I bolted down to the Apple store, stressing that my hours of work were gone due to this unexpected computer crash. As I walked into the busy store with no appointment, I [...]
Filed under: COMMUNIQUÉ PR, Strategy
Capt. Mike Steers Good Ship Netflix Toward Positive Customer Experience
If you’re anything like me, the last thing you want to do is to spend 15 minutes or more on the phone or engaged in correspondence with a customer service representative via instant message or email. Let’s face it, by the time we’re reaching out to them for assistance—especially when we rely on their service for something critical (like access [...]
Filed under: COMMUNIQUÉ PR, Strategy
Five Competencies Necessary for Success in PR
In September 2012, I began an internship at Communiqué PR and it has been an amazing learning experience. My internship has allowed me to gain a better first-hand understanding of the PR profession by giving me insight into how clients and journalists work, as well as providing me with a taste of agency life. By assisting on a variety of [...]
Filed under: INDUSTRY, PUBLIC RELATIONS
The Art of Writing Testimonials
Here at Communiqué PR, we believe strongly in the value of testimonials. Client or customer testimonials are an excellent way to validate a product or solution. Not only do they offer credibility for your service, but they provide real life examples of how a technology works. A well written testimonial shows potential customers how a technology may fit their needs. [...]
Filed under: Branding, COMMUNIQUÉ PR, INDUSTRY, Positioning, PUBLIC RELATIONS, Reputation Management, Strategy
Business Lessons From Emerging Markets
We are in many ways living in unprecedented times. As banks and major companies crumble and the economy worsens, there seem to be increasingly fewer historical examples on which to base our current policies. But as Martin S. Roth and Richard Ettenson point out in a March 23 Wall Street Journal article, there is an often-overlooked model from which businesses [...]
Filed under: Business to Business, Positioning