Public Relations & Social Media Insight
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Public Relations & Social Media Insight
Social media, PR insight & thought leadership - from The PR Coach
Curated by Jeff Domansky
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8 Phrases to Use When Your Client Is Extremely Unhappy

8 Phrases to Use When Your Client Is Extremely Unhappy | Public Relations & Social Media Insight | Scoop.it

Most people are not trained in how to deal with anger, frustration, disappointment, and a host of other emotions that happen as a result of client-agency interactions. When a client expresses his emotions due to a mistake from the agency or a miscommunication, people struggle with figuring out the right thing to say or the right way to handle the situation.


So how do you calm the client's visible displeasure and salvage the trust that remains? How do you refocus their frustration and work together to find a solution to the current problem?


The first step is getting the client to talk through the problem. Use these prompts to continue the conversation in a productive way:...

Jeff Domansky's insight:

Use these phrases when dealing with unhappy, frustrated, and angry clients.

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Ripple Takes on Hyper-Local News, But Compensation Issues Remain

Ripple Takes on Hyper-Local News, But Compensation Issues Remain | Public Relations & Social Media Insight | Scoop.it

From LocalLabs to GoLocal24 to Everyblock, hyper-local news startups have consistently collided with foreboding economics: Narrow audiences tend to be small audiences, and small audiences are hard to monetize.


But Ripple founder and CEO Razmig Hovaghimian, who previously made splashes with Embrace and Viki, thinks his latest project could build a more successful business model for hyper-local news — and several heavyweight funders are buying in.


"I want [Ripple] to be a platform where storytellers get not only recognition and satisfaction from it, but compensation as well." -Razmig Hovaghimian


EarlIer this month, Hovaghimian and his six-person team launched Ripple, a hyper-local news app that uses geo-location technology to help users discover the stories closest to them. Backed by Greylock Partners, Knight Foundation, MIT Media Lab director Joi Ito and other funders, Ripple has now launched in ten cities, including San Francisco and New York, and Hovaghimian says more locations are coming soon.  


 source of enthusiasm for Ripple is two-fold: First, by combining geo-mapping technology with a voting system that allows stories to “ripple out” to a wider audience, Ripple creates an opportunity to produce hyper-local news at scale — a big step toward business viability....

Jeff Domansky's insight:

Could Ripple find a way to make local news profitable? VCs think so.

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The New Rules of B2B Public Relations

The New Rules of B2B Public Relations | Public Relations & Social Media Insight | Scoop.it
C-level stakeholders (especially at B2Bs in tech-driven sectors) often perceive PR as an expensive cost center. They don't link PR to the business development and sales functions of the organization—and instead cling to the idea that good publicity is a byproduct of good business.

The reality is that tangible business results are (or should be) the outcome of quality PR efforts. Positive publicity is a boon to any business but not the end game of B2B PR.

Worthwhile B2B PR is all about earning results that change perceptions, shape opinions, drive brand preferences, and create new business opportunities. B2B PR should not focus only on impressions and other vanity metrics that our industry still uses.

Those positive results can only be earned from a PR strategy aligned and integrated with the entire business and in sync with the changing media landscape, the evolving expectations of B2B buyers and enterprises, and the new rules and best-practices in the industry.
Jeff Domansky's insight:

Here are four new rules to consider when looking at B2B PR.

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This Mobile App Pays You for Your Selfies While Giving Custom Data to Brands

This Mobile App Pays You for Your Selfies While Giving Custom Data to Brands | Public Relations & Social Media Insight | Scoop.it

Do you want to pay for a fresh box of golf balls or to get your nails done simply by doing what you are already doing all time time? Well, Pay Your Selfie has just what you need—an app that doles out cash for your moments of mobile narcissism. 


The Chicago-based company has attracted 100,000 users since launching in September, accruing 500,000 photos from consumers, many of whom pose with brands. Here's why they selfie up with marketers: They get paid up to $1 when they upload a picture with a brand in it after Pay Your Selfie posts a request for such photos.


Unsponsored selfies—photos in which users do not snap pics with a specific product—pay just a few coins. At any rate, once their digital piggy bank (see below) gets to $20, the company will mail them a check for the amount or donate it, upon request, to their chosen charitable organization.  


What's more, brands are forking over cash to Pay Your Selfie on a per-engagement basis, taking the data and utilizing the insights to inform future marketing efforts like creative for ads and packaging for products. The lion's share of the app's users are millennials, the all-important demographic marketers are trying to target....

Jeff Domansky's insight:

Pay-for-selfies app Pay Your Selfie gains momentum by paying consumers and delivering data to brands.

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Beacons to deliver 1.6B coupons annually by 2020: report - Luxury Daily - Research

Beacons to deliver 1.6B coupons annually by 2020: report - Luxury Daily - Research | Public Relations & Social Media Insight | Scoop.it

Coupons are quickly growing as a significant component of beacon-enabled proximity marketing thanks to strong redemption rates, with brands and retailers forecast to deliver 1.6 billion coupons a year by 2020, according to a new report from Juniper Research.

The results point to how proximity marketing is gaining traction as retailers look to engage more deeply with consumers in and around their stores, prompting the volume of beacon-enabled coupons to grow quickly from the 11 million expected to be delivered in 2015. However, the research also underscores the potential danger of turning beacons into nothing more than another offer channel, which is likely to cause shoppers to lose interest.

“I would imagine that coupons will represent a key plank of any beacon-based proximity marketing strategy,” said Dr. Windsor Holden, head of forecasting and consultancy at Juniper Research as well as author of the report....

Jeff Domansky's insight:

Talk about powerful? Beacons will deliver more than 1.6 billion coupons a year by 2020 according to a new report from Juniper Research. Recommended reading for retailers and marketers. 9/10

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Is there a PR savvy to Trump’s taunts?

Is there a PR savvy to Trump’s taunts? | Public Relations & Social Media Insight | Scoop.it
If there’s one tactic that has stood out in this presidential campaign, it is the way GOP frontrunner Donald Trump has slain his foes with the jawbone of an ass.


Trump’s penchant for labeling his opponents—from “Lyin’ Ted” Cruz to “Low-Energy Jeb” Bush—has been like a boxer’s left hook to the liver. It doesn’t look like much until the other guy drops.

Now Trump is trying to do the same to his Democratic foes, calling them “crooked” and “crazy.”

After The New York Times Magazine explored the issue (“Donald Trump Shares His Opponent-Branding Secrets”), I wondered: Do the same labeling techniques work in PR and marketing? Whether it’s throwing mud or branding oneself positively, does Trump offer lessons to PR pros?

The consensus is that such tactics can work, but mudslinging is “risky,” a word Democratic frontrunner Hillary Clinton uses in an effort to brand Trump.

“Trump has a knack for coining just the right moniker, the perfectly dismissive and catchy thing,” The Times writer stated. “‘It works, it flows,’ Trump said, admiring his latest work.”

Jeff Domansky's insight:

There used to be an old PR saying about the risk of fighting with the media who buy ink by the barrel. or, how about this, George Bernard Shaw quote: "I learned long ago, never to wrestle with a pig. You get dirty, and besides, the pig likes it."

 

Those are two important lessons for the Democrats as they consider how to engage with The Donald.

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Trump Pie!

British News reporter, Jonathan Pie can't stop throwing insults at Donald Trump between takes.

Jeff Domansky's insight:

I spoke too soon. UK "reporter" Jonathan Pie in fact does a great take out on The Donald.

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Instagram's New Logo Is a Travesty. Can We Change It Back? Please?

Instagram's New Logo Is a Travesty. Can We Change It Back? Please? | Public Relations & Social Media Insight | Scoop.it

Instagram unveiled a new logo Wednesday, and it may well go down as one of the biggest design fails of the year.


The brand's famous skeuomorphic icon, a virtual representation of a physical camera, was beloved almost universally, and is one of the most instantly recognizable logos in tech. For some reason, Instagram felt it was dated. It was "beginning to feel, well… not reflective of the community, and we thought we could make it better," Ian Spalter, head of design at Instagram, writes in a Medium post (which also goes into its new, broader visual identity).


The ellipsis in that sentence is telling. It seems to indicate a confusion of purpose. If only the ellipsis had turned into a real pause—and they'd put on hold this instinct to ditch the key symbol of the brand's personality.


As often happens with logo redesigns, Instagram goes into great detail about the creative decisions that went into this one. The brand says it started off trying to "modernize" the original mark. That produced a "brighter, flatter option" that wasn't working. So, they began an effort to work the rainbow and camera lens into a different mark entirely—hoping to produce "a more modern app icon that strikes a balance between recognition and versatility."...

Jeff Domansky's insight:

Love it or hate it? What do you think of the new Instagram logo?

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US: To counter mass customer exodus, Chipotle turns to loyalty | The Wise Marketer

US: To counter mass customer exodus, Chipotle turns to loyalty | The Wise Marketer | Public Relations & Social Media Insight | Scoop.it

What's a little e coli among friends? That's the question US fast-casual dining chain Chipotle will soon be asking its best customers. After publicly eschewing the idea of launching a customer loyalty programme last year, Chipotle executives said on an earnings call last week that they aim to stem the flood of frequent diners abandoning the chain with - wait for it - a loyalty programme. Though the programme is likely to be temporary, Chipotle hopes it will reignite customer passion for bowls and burritos. The problem: Chipotle executives still seem to display a fundamental misunderstanding of the purpose of loyalty programmes.

The announcement was one of the only positives in an earnings call that can only be described as apocalyptic: same store sales fell nearly 30% in the first quarter of 2016 and the company posted a net loss of $26.4 million. The company has tried everything to pull out of the free fall: giving away millions of free burritos, BOGO offers, national advertising campaigns; nothing has worked. Money quote from reporter Virginia Chamlee over at eater.com:

"The aim is to target the most loyal Chipotle consumer — i.e. the one who visits 25 or more times per year. The company saw the largest declines among its top loyal (25+ visits a year) and its 'light' consumers (those that visit two to five times per year). Noting the decline in visits amongst its once most-loyal customers, [Chief Marketing and Development Officer Mark] Crumpacker said the company would love to get that 'habit' back up. "We do believe it's beneficial to us to get people back in the habit of visiting Chipotle [as often as they used to]."...

Jeff Domansky's insight:

Will a new loyalty program bring customers back to Chipotle after the E. coli crisis?

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How People Judge Your Authenticity

How People Judge Your Authenticity | Public Relations & Social Media Insight | Scoop.it

So people don’t trust brands – but what does that MEAN?

That they think you’re overcharging them?

That they’re worried you’ll lose their credit card information to hackers?

That they wouldn’t ask you to watch their cocker spaniel for the afternoon?

Mistrust comes from a disconnect between what you say and what you do.

A whopping 78% of people think that in general, brands are NOT open and honest. In fact, only 1 in 4 people thinks that brands actually do what they say they’re going to do – a level of mistrust typically reserved for badly behaved toddlers and black market organ dealers.

This doesn’t mean you or your business have necessarily made people feel misled – but it means you still have to work a lot harder to make up for the damaged caused by brands in general....

Jeff Domansky's insight:

It's the old adage – the gap between what you say and what you do is your authenticity.

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Authentic 100

Authentic 100 | Public Relations & Social Media Insight | Scoop.it

Since 2012, Cohn & Wolfe has studied authenticity as a guiding principle and business practice. Each year, our research reveals more insight on the strategic power of authenticity and its unique opportunity to build reputation.

Cohn & Wolfe has discovered a huge authenticity gap in the eyes of global consumers. With 75 percent of consumers surveyed in 14 markets believing that companies are not open and transparent, it’s clear that brands have a credibility problem.
 
Our 2016 findings reveal that cynicism towards brands is highest among Western European countries, while high growth / low per capita GDP countries recognize authenticity in brands the most.
 
Across global markets, approximately one in five consumers finds brands “Open and Honest.” At 23 percent, the US places just above the global average. In Western Europe, a mere 5 percent of consumers in Sweden consider companies “Open and Honest,” while the UK, France, Germany and Spain all match the same low level at 7 percent.  
 
Brazil, while generally higher than Western Europe, is still lower than the US at 19 percent.  
 
Even in China and Indonesia, where consumers are least pessimistic about brand authenticity, only about a third of the population (36 percent and 35 percent, respectively) consider companies “Open and Honest.”  
 

The opportunity for businesses to close this gap is staggering....

Jeff Domansky's insight:

Interesting report by Cohn & Wolfe provides insight into consumer views of authenticity, global brands and what brands might do to close the gap in the future. Recommended reading. 9/10

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Facebook To Collect Brand-Sponsored Content Data | Ryan Skinner

Facebook To Collect Brand-Sponsored Content Data | Ryan Skinner | Public Relations & Social Media Insight | Scoop.it

An announcement late last week by the Facebook media team may have been overlooked by many marketers, but it has intriguing ramifications.


Facebook announced that it would effectively allow any organization with a verified page to publish brand-sponsored content without asking Facebook for explicit permission first, provided that content was tagged to the brand. They said:


"Today we're updating our branded content policy to enable verified Pages to share branded content on Facebook. Along with changes to our branded content policy and ads policy, we're offering a new tool that makes it easy for publishers and influencers to tag a marketer when they publish branded content. Publishers and influencers must use this tag for all branded content shared on Facebook."


What does it mean?...

Jeff Domansky's insight:

Ryan Skinner at Forrester looks at the BIG implications of Facebook's new "branded content policy" and what it means for me content producers, blockers and PR Pros. Did I mention BIG? Recommended reading. 9/10

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Get Your MBA in Content Marketing with These 15 Guides

Get Your MBA in Content Marketing with These 15 Guides | Public Relations & Social Media Insight | Scoop.it

In this post, we’re going to review 15 marketing guides that can speed up your success.

We’ll look at the finer details of each guide, ensuring that you have a clear understanding as to how you can use each one to your advantage.

By the end of this post, you’ll have a better idea of how each guide can push you down the path to reaching all of your content marketing related goals....

Jeff Domansky's insight:

Another excellent social marketing resource from Neil Patel.

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Have PR and Marketing Suddenly Become the Same Thing?

Have PR and Marketing Suddenly Become the Same Thing? | Public Relations & Social Media Insight | Scoop.it

I was having a discussion with one of my oldest and closest friends the other day about his career. He wants to go farther in the world of public relations but doesn’t quite know what he needs to get there. So, as an enterprising go-getter, he started making connections and asking other PR pros what he needs to know in this day and age to get ahead of the competition.


What one professional told him made me laugh and then made me think.


“To get ahead, you need to know two things: Google Analytics and SEO.


”This kind of stopped me in my tracks. Yes, analytics and SEO are extremely important in the digital world. They go hand in hand – one promotes your website while the other tracks how you’re doing.


For instance, you can be at the top of the rankings for a key term, but if your bounce rate for that page is insanely high, you might need to change some things. SEO only gets you the attention you need; analytics will tell you exactly how long and what happens after the user sees your page.


But what shocked me is that it wasn’t a marketing executive that was telling my friend how essential these tools are, but a public relations professional with many, many years in the business.


So has public relations and marketing suddenly become the same thing?...

Jeff Domansky's insight:

Great question for PR pros to ponder!

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5 tips for SEO-savvy news releases

5 tips for SEO-savvy news releases | Public Relations & Social Media Insight | Scoop.it

It can be difficult to get a news release approved internally—even without thinking about search engine optimization.
However, if exposure, disclosure or page views are your goals, you must heed content discoverability and make your release SEO-friendly.

A list of search engine violations and penalties shows ways your content can fail to attract attention online. This applies to all your owned media content—including your website and news releases.

What makes some releases more successful than others in terms of drawing traffic? They’re written with healthy SEO features. These successful news releases appeal to Google’s latest algorithm, which rewards high-quality, unique and non-spam content.

Follow these five simple steps to create releases that can rank high in search results....

Jeff Domansky's insight:

Five SEO tips that will help you get better search results from your news releases.

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This Agency Made Edible Six-Pack Beer Rings to Feed Marine Life Instead of Killing It

This Agency Made Edible Six-Pack Beer Rings to Feed Marine Life Instead of Killing It | Public Relations & Social Media Insight | Scoop.it
Remember all those classic PSA posters showing fish, birds and other wildlife caught in the deadly clutches of bags, bottles and the deadly plastic rings that hold your beer and soda cans together? Research by Greenpeace found that 80 percent of sea turtles and 70 percent of seabirds are still ingesting plastic today. 


Very little about beer packaging is environmentally friendly, but many brewers find six-packs to be a more efficient way of storing their product, despite the continuing danger to sea life. 


New York agency We Believers and its client Saltwater Brewery came up with a solution—edible six-pack rings made of grains left over from the brewing process itself