Posts Tagged ‘feedback’


How to Maintain Client Satisfaction – Webinar Recap

Monday, August 20th, 2012

Scott Cytron Formal 2011Last week BurrellesLuce had the pleasure of presenting a webinar with Scott H. Cytron, ABC, president Cytron and Company, on How to Maintain Client Satisfaction. Click here to view the recording of the presentation or download the slides at your convenience.

In today’s economy retaining a client or customer is not only easier than finding a new one, it also costs less in time and resources. Yet, organizations may need a boost to determine what their customers need in order to nurture and solidify this very important long-term relationship and continue to provide value that bolsters the bottom line.

Most PR, marketing, and communications, professionals know that engaging with clients is key to measuring satisfaction. However, many struggle with asking the right questions and fostering the relationship.

Here are just some of the takeaways from Scott Cytron’s presentation:

  • 3-step rule to happy clients: Trust + Loyalty + Referrals.
  • Put yourself in front of the client, ideally in person if possible.
  • Pick up the phone. When was the last time you called?
  •  Know what you’re going to ask the client.

The results of your conversation should provide you with some concrete feedback. Ideally, the best result would be “no surprises.” However, “good feedback” is always great too. If the client gives you “not-so-good feedback,” see it as an opportunity to dig deeper. Scott reminds us that “All hope is not lost” and to “turn negatives into positives and call in the Calvary.”

Depending on your organization, clients, and goals – surveys may be another way to gain client feedback. There is no one-size-fits-all survey, but Scott provides some pointers to increase success, including keeping it short, making it available online, and setting a return deadline. Whatever feedback you gain from the survey, it is important to use the results in a positive way and not just forget about them.

Scott offers other insights during the webinar. Click here to download the recording of the presentation or download the slides at your convenience.

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Scott Cytron, ABC, is a frequent speaker on growth strategies and organizational communications, including using social media for business building and retention. He is president of Cytron and Company, a consultancy specializing in public relations, marketing, and communications activities for clients in professional services (accounting, healthcare, financial planning, legal) and B2B product/services.

Creating, Marketing, and Measuring Online Video for Your PR Campaigns – Tips from PRSA-NY

Tuesday, November 8th, 2011

Alfred Cox*

Recently I wrote a post, here on BurrellesLuce Fresh Ideas, outlining key tips for integrating online video into your PR campaign from a recent PRSA-NY panel. For this post, I thought I would re-cap some of what I thought were the most compelling best practices for creating, marketing, and measuring online video content – as discussed at the event.

The event featured presentations from Joe D’Amico, PopTent; Jake Finkelstein, Method Savvy; Jonah Minton, Ustream; Mark Rotblat, TubeMogul; Eric Wright, DS Simon; Jim Sulley, newscast US; and Larry Thomas, Latergy.

It was followed by a roundtable Q&A moderated by Jason Winocour, social and digital media practice leader at Hunter Public Relations.

How to Create Online Video Content
Nearly 89 percent of journalist report that they regularly include online video content in their stories. But how can marketing and communications professionals create compelling video content?

Jim Sulley, president of Newscast U.S., had these best practices to offer:

  • Understand who you are trying to reach. Who are your target demographics?
  • Get the attention of the people watching. You only have 10 seconds to hook their interest.
  • Shoot to script, don’t script to shoot. In other words, take the time to plan your videos and write a script.
  • Create biscuits, little surprises along the way, and don’t give away the ending upfront.
  • Be truthful. And remember, production values count.
  • Entertain or DIE.
  • Too much text is annoying for online video.

When creating video content, you will also want to get your online community, stakeholders, and agencies involved, as this with provide you with feedback and help you market your initiatives. (more…)

Robot vs. Human

Thursday, January 20th, 2011

manvsmachineWhen was the last time that you called up a company for information and were patched directly through to a fellow human? I can’t remember when.

In the past 30 days I’ve been on the phone with a cable company, a cell phone company, a bank, a law firm, two kinds of insurance companies, plus a pet store. The only time I was actually patched in directly to a live person was the later – the pet store – although they weren’t particularly helpful and I should really be adopting from a shelter anyway.

In any case, I submit that few things are more annoying than punching through a handful of phone prompts, listening to hold music, then stumbling through more prompts before realizing what you need isn’t one of the touch tone options and that you’ll have to wait for a human anyway.

Facepalm.

Please allow me to introduce you to Gethuman.com. This is a directory of companies, phone numbers and reviews, compiled by for and of the people, which offers not only a guide on how to bypass phone prompts, but details the best way to get the most out of any listed companies customer service department.

From their site, “The GetHuman™ movement has been created from the voices of millions of consumers who want to be treated with dignity when they contact a company for customer support.”

The GetHuman site was created by Paul English (also the co-founder of Kayak.com, a site that lets you search flights, hotels and cheap travel deals all in one place) in the mid 2000’s and has grown through the hard work and diligence of their team as well as the support and input from readers like you.

Using the recommendations on the site, I rarely get stuck punching through phone prompts anymore. I’ve also gathered a healthy respect for those companies that patch you straight through to a human representative. I hope that as time passes, consumer feedback and experience leads to a friendly sea-change in the service industry.

Robot vs. Human?

Human > Robot.

Tips for Improving Your Office Attitude!

Wednesday, November 10th, 2010

by Jennifer Shtutman*

Smiling business people standing togetherWith the weather drawing colder and the days turning darker, it is clear the yearly phenomenon of the winter doldrums are setting in. People seem to be grouchier and the coffee isn’t working as well as it seemed to just two warm months ago.  With the layering of clothing, there also seems to be a layering of “attitude.” Like yawning, negative attitudes are certainly contagious. Personally, I have noticed that when I have a positive attitude it changes the attitudes of those around me.  

With these thoughts in mind, I have devised several ways that you too can be as “cheery” as possible through the next cold months:  

1. Bring in a box of goodies or a reasonably “healthy” sweet treat. This is one happiness inducer I always found that works on my team. Picking up some munchkins from Dunkin Donuts, for example, is inexpensive and low-maintenance; while at the same time can be a happy surprise for unexpected colleagues.  The treats are sweet enough to give a sugar boost, yet small enough not to cause guilt on our waistlines. 

2. Share positive feedback from clients. When someone gets a really great kudos, or congratulations on a good job, it is nice to show others that our hard work does not go unappreciated day in and day out. Sharing these feelings of good sentiment from our clients can be a great esteem boost for those around us. 

3. Develop an office support system. Whether you’re working in marketing, advertising, public relations or some other industry, developing relationships with team members can minimize stress and lets you know that those around you understand what you are going through.

4. Re-decorate!  Adding new flare and panache to your personal office space can help lift your spirits on those down and out days. Include photos of friends, family, and those people close to you who make you feel great inside. 

5. Place a candy bowl on your desk. This is one of my favorite ways to let my co-workers know I am  approachable, and that they can take snack break when needed. 

6. Keep your personal space organized and clean. You’ll feel as though you are more in control. Employees can gain an easy sense of satisfaction by keeping their things in order. Enhanced confidence and motivation will also stem from this simple change. 

7. Make friends at the office. It has been proven that the happiest people are those who can count on their colleagues as their friends. Finding people at the workplace, who you have a connection with, can really make a difference in your day to day experiences. Ask coworkers about their evenings and weekend plans, also about their families and life outside the office. Catching up on everyday life can lift spirits and help you look forward to coming to work.  Support through your coworkers can make anyone feel better!

As the winter months approach, what things do you do that enhance your day to day activities at the office?  How do you keep from layering on the attitude?  Please share your thoughts with me and the readers of BurrellesLuce Fresh Ideas.

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*Bio: Jennifer Shtutman has been an Account Manager with the BurrellesLuce client services team since 2007.  She is passionate about all things media and enjoys hearing about the latest trends and technologies in our business.  Jenn is an avid writer and editor for the Fordham University academic journal, Perspectives, and is currently working towards her master’s from Fordham University. What she most enjoys about her profession is that she is in the business of keeping people happy. “I am all about maintaining a positive relationship with my clients, and helping them gain the most out of what BurrellesLuce has to offer.” Facebook: BurrellesLuce LinkedIn: Jennifer Shtutman Twitter: @BurrellesLuce

Online Media Monitoring: An Essential Part of Listening

Friday, September 3rd, 2010

Online Media MonitoringIs it really necessary for companies to monitor social media in order to interact with their customers? Or is there a better way to observe and report on your client base?

Rick Mans believes this to be so in his blog post entitled, Why Companies Should Not Invest in Online Monitoring, featured on Social Media Today. He writes that “If companies really cared about what was going on, they would have invested in such a social infrastructure that complaints/news about their products and services would come to them in no time.”

He goes even further by stating “…monitoring tools are a poor man’s solution to engage with your audience… when you are in touch with your audience and your audience can find you and you have created a group of loyal people (brand ambassadors / evangelists) around your online presence, you won’t need monitoring tools to discover complaints.”

This runs counterpoint to a contention of the modern business age that all social media must be monitored in order to truly be in touch with all of your customer feedback.

However, I believe the point Mans attempts to make is that if the proper feedback infrastructure is created internally, then the monitoring of online media will only be redundant. Moreover, no news should be breaking in the world of social media that you shouldn’t have been made aware of and are already working towards either finding a solution or a way to profit from it.

In a perfect world this may be so. Even if companies create their own customer feedback rail network, they still must possess the ability to anticipate the response in the social media world in order to best deal directly with their client base. After all, if a customer truly cares enough, they will vent or praise in their preferred online outlet (be that Facebook, Twitter, or some other forum) regardless of whether a company maintains a presence there or not.

Thus, it is imperative that we do both – monitor online media and genuinely listen to and engage with constituents. That is why BurrellesLuce is working even harder to create even more tools to help you listen, manage, and respond to the activities taking place in both traditional and online news, social media, and broadcast. Stay tuned in the coming month(s) as we unveil new ways for you to effectively take charge of your WorkFlow.  

In the meantime, what do you think? Is it critical to incorporate online monitoring into the larger engagement funnel or is it merely a show put on by companies? How are you using online monitoring in your public relations and marketing efforts? Please share your thoughts with me and the readers of Fresh Ideas.