Comments on: We’re All in Customer Relations

By: The Science of Listening » The Buzz Bin

The Science of Listening » The Buzz Bin — Fri, 28 Mar 2008 11:48:13 +0000

[...] respect every conversation, really this is the customer service element of social media many have discussed. Yet there is a difference between hearing and [...]

By: Marketing Departments Become Two-Way » The Buzz Bin

Marketing Departments Become Two-Way » The Buzz Bin — Mon, 24 Mar 2008 09:38:56 +0000

[...] a disclaimer: Some may place different tools under the control of another function like PR or product marketing. This is particular true in the case of social media, which is often [...]

By: Nancy Pierce, Zeal PR, Inc.

Nancy Pierce, Zeal PR, Inc. — Mon, 17 Dec 2007 00:46:20 +0000

ABSOLUTELY. And as the PR Director for my clients, I am as responsible for customer relations as I am media relations. I feel it’s vital that I am able to be face-to-face with my clients’ customers and speak as confidently and positively about the business as I do when speaking to a media person.

By: Convergence » The Buzz Bin

Convergence » The Buzz Bin — Mon, 10 Dec 2007 12:06:26 +0000

[...] “We’re All in Customer Relations“ [...]

By: Redefining Public Relations Social Media Explorer

Redefining Public Relations Social Media Explorer — Sat, 08 Dec 2007 11:55:56 +0000

[...] We’re All In Customer Relations (Added) [...]

By: Jennifer Mattern

Jennifer Mattern — Thu, 06 Dec 2007 18:06:22 +0000

Customer service has always been at least in some way a PR function. There’s nothing new here.

Anyone in PR who honestly believes their role is as a “telemarketer of pitches and press releases to media” doesn’t belong in PR to begin with… or wait… maybe they’re just media relations folks.

Despite babbling to the contrary in the PR blogosphere, they’re far from the same thing. Media relations is a small component of public relations as a whole. Media relations pros will always focus on the media and not the customers. That’s their job.

True PR folks in turn have to consider far more audiences / publics / stakeholders, and that has, and always will, include customers.

So are all PRs in customer relations? To a degree, yes. Are all of us in any kind of communications / marketing / “relations” area? No. That’s why we have such diverse specialties to begin with in the larger spectrum.

By: Tom Reidt

Tom Reidt — Thu, 06 Dec 2007 18:03:44 +0000

I couldn’t agree more. Customer service can make a world of difference, and it really shouldn’t be that hard to do. A little knowledge and empowerment of employees, coupled with some not-so-common courtesy goes a very long way.

A lot of companies have been moving in the opposite direction. Rather than put more money into customer interaction, they’ve been looking for cheaper alternatives such as outsourcing call centres. What does that say to the customer?

By: Kami Huyse

Kami Huyse — Thu, 06 Dec 2007 14:11:56 +0000

This is a great overview of the conversation. I think that customer service is one of the most critical problems today. I guess all of this is sparked by the thousands of posts I have read for client that read “X sucks.” Somewhere we have to start to address why and then do something about it.

By: THINKing » You Want Fries With That?

THINKing » You Want Fries With That? — Thu, 06 Dec 2007 13:04:47 +0000

[...] Some talk percolating in the blogosphere about customer service being the new marketing. PRSquared riffs on it, as does Common Sense PR. [...]

By: Brian Solis

Brian Solis — Thu, 06 Dec 2007 05:26:20 +0000

Eric, indeed. Everyone within an organization, whether they know it or not, is responsible for Public Relations.