Companies Are Failing to Deliver an Omnichannel Customer Service, New Zendesk Study Reveals—Consumers Find that Support Lags Sales in Creating a Consistent Experience Across Channels
Seventy-three percent of consumers think that companies are paying more attention to generating sales across multiple channels than they are in delivering a consistent and seamless customer service experience across those same channels, revealed a global survey of 7,000 consumers in seven countries from cloud software firm Zendesk. Meanwhile, when consumers can’t get an answer or fast response elsewhere, they are falling back to phone support as their primary contact method. “The customer journey doesn’t end at checkout. Brands are failing to match their omnichannel efforts in sales with their customer service experiences. To meet the demands of today’s consumers, they need to create seamless …”
CSR Now Part of Mainstream PR: Nearly One Third of Businesses Now Issue CSR and Sustainability Reports, New Grant Thornton Survey Reveals
A global survey of 3,300 businesses in 44 countries finds that nearly one third now issue corporate social responsibility (CSR) and sustainability information, either in their financial reports or in separate reports, and that a clear majority believe the information should be reported. The survey was conducted as part of the quarterly Grant Thornton International Business Report, now in its 22nd year. “We believe that more and more companies will choose to report CSR and sustainability issues, and also choose to integrate this information into their financial report. Businesses are seeing the value in “connecting the dots” between its environmental, social, human resource, governance and financial performance …”
More Powerful PR Pitches: 7 Secrets the Masters Use to Triple Press Coverage and Reach Millions
Thursday, December 5
How would you like to learn the best tips and techniques that will take your media pitching skills to the next level of clarity and confidence—so you’ll be able to apply those new-found talents to craft and deliver riveting, persuasive and impactful pitches via phone, social media … or even in person? How valuable would it be to you and your team to learn the seven secrets PR veterans use to punch up their pitches—and boost their media hit rates? Learn the very latest PR pitching techniques in this 90-minute workshop. Not only will our exclusive panel of PR and media pros—including Andy DiOrio, APR, Director, Corporate Communications, AMC Theatres, Charlene Sarmiento, PR Program Manager at Goodwill, Carmelle Druchniak, Principal of Scout PR and Amy Colhoun, EVP and Senior Strategist at Stanton Communications—teach you to plan, write and deliver more powerful pitches—but you’ll also leave this information-packed session with new insights and tactics for finding, researching, targeting and successfully pitching journalists—whether in person or via email, phone and social media—so you can reach millions of readers and show greater PR ROI for your efforts.
By Marsha Friedman, CEO, EMSI Public Relations
December is National Write a Business Plan Month—so designated to encourage unhappy employees to become their own satisfied bosses. Whether your goal is to own your own business, become a consultant, a speaker or an author, you'll need to start with a business plan.
Even if you launched your business years ago, it's important to revisit and refresh your plan. In recent years, the economy, technology and consumer habits have changed rapidly and dramatically, affecting every aspect of your business. That makes it absolutely vital to re-evaluate your short- and long-term strategies.
One of the most critical elements of any business plan is your marketing strategy. Too often, people don't think through that all-important component with the same rigor they tackle aspects like projected cash flow and long-term goals.
Or, they do put thought and effort into planning for market research, promotion and positioning—and then never follow through on their great ideas ...
HOW TO SKYROCKET PR RESULTS ON FACEBOOK: THE COMMUNICATOR'S HANDBOOK FOR BOOSTING VISIBILITY, ENGAGEMENT AND SALES ON THE WORLD’S MIGHTIEST SOCIAL NETWORK
Among all social media, Facebook presents the most powerful opportunity for PR pros—since the network’s reach has grown so huge—1.3 billion users—worldwide and since it facilitates engagement like no other medium. But if PR and communications want a fair share of the Facebook marketing budget, we must master it: Introducing the most up-to-date, definitive handbook on Facebook PR, from how to build a huge following, best posting techniques and Facebook faux pas . . . to Facebook media pitching, engagement secrets and the latest, hottest time-saving Facebook tools. Facebook PR gives you an incredible tool for reaching and influencing your markets (and for increasing your career value!)---now Bulldog Reporter’s newly updated, 2014 guide, “How to Skyrocket PR Results on Facebook: The Communicator's Handbook for Boosting Visibility, Engagement and Sales on the World’s Mightiest Social Network” brings this power to your communications team. Normally $345; introductory savings price: just $245 (expires 12/31/2013). Get all the details now.
By Jennifer Gehrt, Founding Partner, Communiqué PR
Effective collaboration can lead to increased productivity and improved professional relationships, not to mention better overall results. With 96 percent of executives citing a lack of collaboration or ineffective communication for workplace failures, collaboration should certainly be a priority for most professionals (Source: SalesforceRypple).
In a profession in which success relies on buy-in, approval and direction from a variety of sources, effective collaboration is particularly essential for communications professionals. Whether managing client relationships in an agency or working with other teams in an in-house role, I’ve found the below to be a few best practices for successful, effective collaboration.
1. Define success. In order to achieve success, it’s necessary to first come to a mutually agreed-upon definition of what that success will look like. If this conversation doesn’t take place, you might be working toward a completely different standard of success than the client (or department) to which you’re reporting back. It’s impossible to meet someone’s expectations and requirements unless you understand what they are ...
Bulldog Reporter’s new Food & Beverage Bloggers Contact Guide gives PR pros an inside track to 300+ influential food and epicurean bloggers
Food & Beverage Bloggers Contact Guide Download
This rare list is guaranteed to increase your chances for scoring blockbuster media coverage among these top online influencers. If you want to get your story into the most-visited influential and popular food and beverage blogs—now’s the time to start pitching. But first you have to know who the top bloggers are, where their blogs are located and how to make contact with these elusive writers. Good news: Bulldog Reporter has compiled the most comprehensive, up-to-date food and beverage blog list on earth, featuring editorial contact info—including all available email addresses, website and Twitter links, and/or phone numbers—for 300+ top bloggers, Best of all, you can download the Food & Beverage Blogger Contact Guide now. It’s a food and beverage media pitching and placement gold mine!
Your Best PR Video Campaign (for $1,000 or Less): How to Turn a Tight Budget Into a Storytelling Smash
By Talia Sinkinson, Editor, Media Relations, Bulldog Reporter
How do we as PR professionals ensure our message resonates across media? How do we see to it that readers, viewers and listeners continue to care over various channels and over time? Contrary to popular belief, the answer doesn’t simply lie in advanced technology and hitting our audiences over the head with banner ads. If we want to make a real impact, we should go back to the time-old strategies used by generations of storytellers and the most seasoned of communicators: Plot, style and poignant characters. So often, we rely only on the facts to do the talking—the product, the personnel move, the statistic—but our audiences (journalists included) want to hear something more. They want to hear something personal.
The Canadian Peel District School Board sought to spark conversation surrounding mental health after a tragic year for its constituents. Following a string of eight student suicides and a particularly devastating murder-suicide, the press and the public were at a loss. All looked to the Peel school board to address the massive, hulking and unspoken issue that might explain these deaths. Sure, the board could offer literature on suicide prevention and school counseling, but most important was the way the Peel communications department positioned the Board as a wide-reaching resource—one that understood its students and could sensitively address the problem. The idea for a video came as the PR team inventoried its assets and understood it needed to portray its message by broadcasting real Peel people with real-world insights ...
2014 Media Relations Awards Info
Tuesday, December 31
Announcing the 2014 Bulldog Media Relations Awards—more chances to win ultimate prestige than any other awards program
This year some 100 Bulldog Media Relations Awards will be granted—more than any other competition—honoring the best our industry has to offer in media relations campaigns. Why should you enter? First, because the Bulldog Awards are the only Awards judged by working journalists and bloggers, our toughest critics and some of the people we work hardest to please. When they say you're the best, you know you are. Second, because when you win a Bulldog Award, the world knows about it—winners receive more coverage, more publicity and more visibility than with any other PR industry program. Third, entry is easy and inexpensive.
There is a fine art to using social media to turn on—and not turn off—media contacts. Once you learn to walk that line, you can take advantage of the power of social to turn media relationships into placements, which you can leverage into redistribution via social media.
So what are media insiders looking for from PR pros who find, follow and friend them via social? Some quick takes and tips from PR University media panelists past and present:
1. Follow media on social to help personalize email pitches. “One of my favorite pitches mentioned an anniversary trip I was taking) in the beginning—which showed he was following my social media accounts,” said Tésa Nicolanti, blogger, “2 Wired 2 Tired.” In addition, she said the PR pro included a link (a bonus) and also included the accent over the e in her name (big bonus). “No one ever does that or knows how to do it, so when it’s there I am always surprised and appreciate that time was taken to do it,” she said ...
Leading Consumer & Lifestyle Magazine Editors Tell PR How to Score Coverage: Pitching, Placing and Becoming a Valued Resource
Friday, December 6
Leading Consumer & Lifestyle Magazine Editors Tell PR How to Score Coverage: Pitching, Placing and Becoming a Valued Resource
By Robert Passikoff, President, Brand Keys
In numerology, the number 14 is associated with forward movement, new methods of experience, opportunity and personal engagement, a good omen as to the course the world of consumer outreach and brand marketing will follow next year.
For marketers and brand managers who want stay ahead of that trajectory, analysis and insights from Brand Keys' validated and predictive loyalty and engagement metrics, collected from over 100,000 consumers this year, identify 14 critical trends will become brand realities in 2014:
1. Consumers Expect More: Over the past five years consumer expectations have increased on average by 20%. But brands have kept up only by 5% annually, a big gap between what's desired and what's delivered. The ability to accurately measure real, unarticulated expectations, will provide significant advantages to brands that can engage and delight.
2. Attention Must Be Paid to Brands: With increased expectations will come a greater sense of product and service commoditization. You may be known, but you need to be known for something meaningful and important to consumers ...
Advanced Social Media Relations for PR: Experts and Editors Reveal How to Score More Media Hits Using Twitter, Facebook and LinkedIn
Friday, December 13
If you would like to learn how to use social networks like Twitter, Facebook and LinkedIn to connect with target journalists and generate more story placements and online buzz—so you boost not only your media hit rate, but also your value to the organization—then this is one advanced social media relations session you can’t afford to miss. You’ll learn firsthand from Sandra Fathi (Founder, Affect Strategies), Ashley Berthelot (Director, Louisiana State University Office of Communications), Jeffrey Hiday (Director, Office of Media Relations, RAND), Jim Lin (“The Busy Dad Blog”; Digital Strategist, Ketchum Public Relations) and Helena Stone (“Chip Chick” blog) how to systematically use social networks as a tool to connect with target journalists, bloggers and influencers—and approach them with story ideas. In just 90 minutes, you’ll learn how to turn your social media presence into a story-generating machine and discover up-to-the-minute case studies of social media pitching successes. If you want to take your social media PR plan to the next level, this event will give you the know-how you need to start generating story placements as soon as the webinar is over.
Today’s Media Moves:
Today’s Journalist Pitching Tip:
Advanced SEO Writing Workshop for PR: 7 Steps for Optimizing Copy, Content and Careers in the Era of Social Search
Thursday, December 12
Learn how your organization can take advantage of powerful new SEO strategies and techniques to dramatically increase the visibility of your press releases, online newsroom, social media, backgrounders, videos, white papers, website—all your communications. If you haven’t reviewed and retooled your SEO play book in the six months to incorporate new search algorithms and such elements as visual content and even Facebook Search, now is the time: Once you take advantage of today’s new tagging strategies, writing and sharing techniques, you’re bound to skyrocket your search rankings. This hands-on, half-day webinar workshop will give you the skills you need to create, implement and measure a cost-effective SEO plan, step by step. This workshop is by digital PR expert Sally Falkow live on Thursday, December 12. The regular registration fee is $695. Register by Thursday, November 14, and save $200; register by November 28 and save $100. Go to online details, print our 3-page brochure or phone 1-800-959-1059.
Weber Shandwick Launches CCO 4.0, a First Impact Analysis Tool for Chief Communications Officers in a Digital World
What’s New & What’s Working in Hospital PR & Marketing: Advanced Best Practices for Integrating Traditional, Social and Mobile
Friday, December 20
Use advanced social media and mobile strategies integrated with traditional PR and marketing practices to increase patient loyalty and engagement, positive press coverage, website traffic, donations and revenue: Frontline practitioners share new best practices. Finally, a half-day webinar that gives communicators at hospitals and medical facilities or services the latest digital, mobile, social and integrated strategies used by smart communicators to increase patient loyalty and engagement, positive press coverage, website traffic, donations and even revenue: Bulldog Reporter’s “What’s New & What’s Working in Hospital PR & Marketing: Advanced Best Practices for Integrating Traditional, Social and Mobile.”This webinar workshop takes place Friday, December 20, 1PM-5PM ET (10AM-2PM PT) from the comfort of your office or conference room. It features moderator Sally Falkow, President of Meritus Media, plus practitioners from the Mayo Clinic, Johns Hopkins Medicine, Cleveland Clinic, Mercy Health System, Aurora Health Care,North Shore-LIJ Health System, Beaumont Health System, City of Hope Comprehensive Cancer Center and G2 Communications, Inc,who share valuable secrets about how to harness the amazing power of digital, mobile and social networks and score major media coverage and reach. Discover their integrated planning strategies, engagement and measurement techniques in this concise, practical half-day virtual event. To see specific topics and presenters, print out the five-page brochure. The regular price for this event is just $695. Register by Friday, November 15 to save $200; register by Friday, December 6 to save $100.
Analyze This: Social Media Measurement Expert Gives PR a 5-Step Process for Showing Digital ROI
Thursday, December 19
If you’re grappling with how to measure the effectiveness of your social media programs, you’re not alone—every marketer is struggling with the same question: How can I design social media PR programs that really move the needle . . . and how can I measure the results, so I can prove the value of my social media efforts to management? The good news: The industry’s leading social media measurement expert Katie Paine has developed a five-step process for crafting easy-to-understand objectives and metrics for measuring the success of social media programs. This exclusive 90-minute webinar will show you precisely how to use the latest social media metrics to measure your online marketing success. Be sure to register for this event guaranteed to give you the tools, strategies and methodologies that are the most productive ways to ensure social media success.