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Turn Twankers into Thankers: Handling Customer Complaints on Yelp, Twitter, TripAdvisor and Other Forums
Corporate Comm… By Micah Solomon, Customer Service and Marketing Speaker, Strategist and Author
Online customer complaints are a big problem. They impact reputation, sales and more. Yet responsibility for handling these complaints is often diffuse and shared across disciplines – with few best practices shared across those silos. That changes here. Following are Four Key Principles for effectively addressing customer complaints on Yelp, Twitter, TripAdvisor and other forums: Principle 1: Minimize the likelihood of public social media complaints in the first place.
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Geek Alert: Does PR Have a Place in Google’s New Knowledge Graphic Search Tool?
Social Media Zone… By Vicki @Smartwoman Flaugher
A colleague forwarded me a very geeked out article about Google’s new knowledge graphic and thought we could discuss the PR and social media implications about it. You are entering a geek zone- put on your pocket protectors! First, some justification. I know most PR and advertising (and, frankly, most social media) folks are not hip deep in SEO (search engine optimization), their website analytics, or their company’s PPC (pay per click paid search) campaigns. I personally think it would serve you if you did understand it better, but I certainly understand why you do not. First off, it’s hard and second, there are plenty of other things to do than that- I get it.
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As Leaders Go, So Go Their Companies: Yahoo’s Reputation in the Media Suffers Through CEO’s Brief Tenure
By PRIME Research for the PR ROI Channel
The visibility surrounding the forced exodus of major corporate CEOs this month proves again that a company’s top executive acts as a powerful magnet for media focus. At the same time, recent events reinforce the harsh penalty for CEOs who are unaware of, or detached from, the realities of corporate leadership as a reputation watermark in public life. In a new report from PRIME Research, a global communications research firm, a case in point is Scott Thompson, Yahoo’s former CEO, who inherited a low reputation threshold from the media legacy of predecessor Carol Bartz.
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Social TV: When the Second Screen Becomes the First Screen
By Jeff Peters, Social Media Specialist, The Halo Group for Latergy’s Social Video Channel
When it comes to viewing television or movies, an actual TV set used to rule. That may no longer be the case. The term “second screen” has been coined to refer to secondary devices, such as computers, smartphones and tablets that can be used in conjunction with your television. But what happens when more and more of your time is focused on your second-screen device than on the TV? What happens when the second screen becomes the first screen? With the proliferation of second-screen devices and their decreasing prices, a growing number of people are either:
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Free Webinar and eBook: 18 Ways to Integrate Social Media and Email Marketing
By WhatCounts for the Effective Email Marketing Channel
It’s no secret that email marketing and social media are two of the hottest channels capturing marketers’ minds and time right now. But what some marketers forget is that, while each is powerful on its own, when integrated properly they deliver an unbeatable synergy. Whether you’re just now considering an integrated strategy or already using the email-social power-duo, download our free webinar that explains 18 different ways to integrate social and email together to achieve even greater results. You’ll walk away with awesome ideas for creating positive ROI using this two channel approach – from conceptual frameworks to nuts-and-bolts how-tos, as well as a copy of the “18 Ways to Integrate Social Media and Email Marketing eBook.”
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Positive PR Lessons from JP Morgan’s Derivatives Loss
The Seattle Times
The past two weeks have certainly not been pleasant for Jamie Dimon, but under the circumstances they could have been a lot worse. For a start Mr. Dimon has retained his position as both CEO and Chairman of JPMorgan after last week’s annual meeting, despite a sharp increase (40%) in shareholders calling for him to shed the latter title. Secondly, although he will have to endure the inevitable circus of a Senate hearing in a couple of weeks, the worst of the catcalling now seems to be fading as pundits move on to dissect the Facebook IPO. In just 14 days, JPMorgan weathered the announcement of its trading loss, a painful conference call, a round of media interviews, the reshuffle of senior staff, and an annual shareholder meeting, and came through it certainly bruised, but not broken. By corporate communications standards that is pretty remarkable. …
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GOP Critical of $20m Obamacare PR Bid Awarded to Porter Novelli
The Salt Lake Tribune
Senators Roy Blunt (R-Mo.) and Rob Portman (R-Oh.) attacked the Health and Human Services agency’s new $20 million contract with a public relations firm Porter Novelli to highlight parts of the new Affordable Care Act law and educate the public on staying healthy. Republicans in Congress see the PR push as an effort by the White House to shore up support for ‘Obamacare’, an unpopular law that could stand in the way of a second term for President Barack Obama. Sen. Roy Blunt, a steadfast critic of the health insurance overhaul, observed that the contract was awarded to Washington-based PR firm Porter Novelli, which employs a former spokeswoman for the Obama campaign …
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Report: Apple iPhone and Samsung Smartphone Users View MMS More Than Other U.S. Mobile Consumers
Bloomberg
The Apple iPhone continues to lead mobile video messaging usage, increasing from 7.4% to 23.6% since August 2011, however the use of Samsung devices is quickly gaining ground, increasing from 2.9% to 21.9% over the same period. These numbers are according to the semiannual 2012 Mobile Marketing Analytics Report released by Mogreet. Blackberry comes in at 5.1% and Motorola at 5%. Percent of mobile multimedia messaging (MMS) delivered by mobile carrier: Verizon Wireless (45.4%), AT&T (42.9%), Sprint (8.2%), Cricket/Leap Wireless (2.4%) and T-Mobile (0.7% ) …
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Mobile Marketing on Track for Rapid Adoption in 2012
sfgate.com
StrongMail announced the results of its “StrongMail Mobile Marketing Survey 2012.” Conducted in April 2012, more than 800 business leaders participated in the global survey. Findings: Mobile websites (70%), mobile applications (55%) and QR codes (49%) are the most popular forms of mobile marketing, but less than half of marketers are currently running any of them. Of those who are, 57% have only been running them for a year or less. However, the opportunity is not lost with marketers, as 75% of businesses not currently running programs plan to within a year or more – and of those businesses that are, 70% expect to see their budgets increase over the same time period …
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NIRI Pushes for Global Investor Relations Standards
Business 2 Community
The US IR association has grand plans to develop a global set of IR standards, but is it really possible? Even before the global recession and the euro crisis rudely rammed the point home, it had long been obvious that financial markets are interlinked. As the accounting standardization effort to meld GAAP and IFRS creeps forward, not only the language but also the syntax of global business and finance are aligning. While culture, language, customs, time zones, market structure and regulatory schemes may differ, if the financial markets are truly global, it follows that IR best practices should be global as well, right?
NIRI CEO Jeff Morgan will put that proposition to the test as the institute implements its vision to build a “more inclusive, networked, global organization” over the next three years, in part by positioning NIRI as the global benchmark for IR practice’. …
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Congress, SEC, FINRA All Looking into Facebook IPO
Voice of America
U.S. lawmakers are also looking into issues with Facebook’s initial public offering.
The Senate Banking Committee says its staff will meet with Facebook officials, regulators and other stakeholders. A spokeswoman for the House Financial Services Committee says staff members are being briefed on the issue and the topic will likely be raised in hearings.
The SEC and the Financial Industry Regulatory Authority, Wall Street’s investigative arm, have also called for a review of Facebook’s IPO …
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P&G Restructures Communications Under Marketing Chief Pritchard
Ad Age Digital Next
Procter & Gamble Co. is restructuring its massive global PR organization — known internally as external relations — as Global External Relations Officer Christopher Hassall prepares to retire on June 30. The bulk of a streamlined marketing-focused group now going by “communications” will report directly to Global Brand-Building Officer Marc Pritchard.
The 1,200-employee external-relations group will shrink to an 800-employee communications group, most of whom are consumer-relations people that staff the toll-free call centers, respond to emails and increasingly engage with consumers in social media. About 250 of the original 1,200 who work on regulatory and technical matters will move to P&G’s research and development organization …
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Will It Be an OWS Summer? Activists Plan Amazon Protest
The Seattle Times
A labor group says more than 500 protestors will rally at an Amazon.com shareholder meeting Thursday in downtown Seattle to draw public scrutiny to the Internet retailer’s tax policies and warehouse conditions.
Working Washington, a coalition founded by the Service Employees International Union, says Seattle-based Amazon does not pay its fair share of corporate income taxes or treat its warehouse workers with respect.
The group also wants Amazon to end support of ALEC, which it describes as a “shadowy and extreme right” organization known for passing “Stand your ground” laws in various states, including Florida, where teenager Trayvon Martin was fatally shot in a much-publicized case over what constitutes self-defense.
An Amazon spokeswoman did not immediately return an email Wednesday seeking comment …
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AOL Reshuffles Advertising Executives
Reuters
AOL Inc is reorganizing its advertising division again, hoping to ignite growth with one of its major initiatives, big splashy ad formats.
The company said on Wednesday that Ned Brody, formerly chief revenue officer, will become CEO of the company’s advertising network, Advertising.com Group.
Jim Norton, senior vice president of AOL advertising, will become part of the executive committee reporting directly to AOL CEO Tim Armstrong. He will retain his title. This is the second time AOL has reshuffled ad executives since its head of sales Jeff Levick left last summer …
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Pandora Reports Record Ad Revenue of $70.6m; 3b Hours of Music Consumed in Q1
Venture Beat
Pandora gave investors something nice to listen to for its fiscal Q1 earnings report, record increases in revenue, user activity, U.S. radio station market share, and more.
The company reported $80.8 million in revenue (with a net loss of 9 cents per share) for the quarter, up 58 percent compared to the same period a year ago. Those figures beat Wall Street’s estimates of $74.3 million (and a 18 cent per share net loss). Advertising revenue was also up 62 percent year-over-year at $70.6 million. The company also updated investors on the music service’s total number of active users, which grew 53 percent to 51.9 million. The total number of hours listened to for the quarter hit 3.09 billion …
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