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Nov 27, 2018

Too Much of a Good Thing? How to Handle Social Media Praise More Effectively

It's possible to have too much of a good thing. In this case, we're talking about praise for your products and your brands via social media. Everyone loves a positive mention, but it can be difficult to filter through the noise to find actionable comments. As brands everywhere seek to increase customer engagement, especially across digital channels, the issue of scaling to handle the increased volume of all customer input – praise included – is posing serious challenges for customer care teams.
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

According to Statista, there were over 600 consumer product recalls between 2015-2016 alone. The damages related to a product recall can be devastating. From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Dec 14, 2017

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

In the fifth installment of our Engaging Millennials blog series, we're exploring the travel and hospitality industry and what brands can do to capture the loyalty of the newest generation of guests.
Oct 25, 2017

Engaging Millennials, Part 3: Restaurants, Is Brand Engagement On The Menu?

It's no secret that as Millennials grew up with new technology, the way brands market products to them has changed. In part three of our "Engaging Millennials" blog series, we look at the shift in the restaurant industry, and how brands can create new opportunities to engage this generation.
Oct 18, 2017

Engaging Millennials, Part 2: What Retailers Must Do To Win Loyalty

In part two of this series, we take a look at what retailers must do to capture the loyalty of the digital-native generation.
Aug 24, 2017

Real-Time Relevance: Keeping Up with Customers in the Digital Age

It’s 2017, yet some companies still only offer an 800 number and an email address when you need to contact them. Put toe-to-toe against a business that offers social care, video chat, and messenger bots, which one do you think customers will choose? In a market where service is the key differentiator (over price and product), no company can afford to become irrelevant.
Jul 25, 2017

7 Steps for Managing Adverse Events in Social Media

There are a number of practical use cases for pharma companies to monitor social media: evaluating industry trends, conducting competitor analysis, monitoring product feedback, or tracking product safety concerns. Regardless of the goals of social listening projects, all initiatives have one element in common – adverse events (AEs).
Jul 21, 2017

Building Brand Resonance: How to Win with Agile Marketing

Even if you meet customers' rising demands, they still might leave you for someone slightly better. Instead of trying to perfect every aspect of your business, it’s time to change the game. Remember that most consumers make emotional, not practical, purchase decisions. The objective of your marketing efforts should be making your brand resonate so they choose you at that critical moment.
Jul 12, 2017

How to Use Technology to Protect Your Brand From a Crisis

In every Consumer Relations professional’s perfect world, crises don't exist. There are no poor product launches, no viral negative customer experiences, no recalls. There are only happy customers sharing their amazing experience with your brand and recommending your products and services for all the world to see. But...stuff happens.
Jul 07, 2017

5 Ways to Get 5 Stars by Responding to Online Reviews

When’s the last time you bought something online without reading at least one review? Customers now expect reviews to be available for every product or service they’re researching, and 84% trust that feedback as much as a personal recommendation from a friend. Despite the crucial role of online reviews in the purchase process, though, many companies still dedicate little or no time to managing them.