How to Improve Customer Service by Dr. Natalie (Part 10) – Affect on PR And Customer Loyalty

Force Multiplier #5: Proactive Monitoring Of PR Events And Leaks, Leverage Customer Feedback And Customer Data To Facilitate Customer Loyalty

Customer Service Your Guide to Integrating Social Media to the Customer ExperienceFor the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service and PR, download the white paper here. Or read on…  Social Media for Customer Service affects Public Relations. Public relations departments might be considered at a slight disadvantage with the advent of social media. They have been able to craft and control the branding and key messages, which is very important to the brand equity. With social media, while they can release information to broader audiences quickly, negative information can spread just as fast.

What if an overzealous blogger gets wind of your new product and blogs about it before the launch? On one hand this could be called a “sneak peek.” On the other hand, if leaked too soon, it might end up tipping your hand to the competition and even the stock market. In today’s social media environment, there is no way to protect the company 100 percent of the time from info leaks.

But having crisis mitigation strategies in place for when it might occur is necessary. On many occasions, it is the Customer Service personnel who have alerted Public Relations about “sneak peek” news first. It is also known that some PR strategists give first news of new products or offerings to the most loyal customers as a reward or to get feedback pre-release. The customer database and its metrics are used for selection of those customers.

Conclusion? Force Multiplier #5: Proactive monitoring of PR events and leaks, leverage customer feedback and customer data to facilitate customer loyalty.

For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.

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@DrNatalie L. Petouhoff

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Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

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