Excellent, proactive customer service on social media is a differentiating factor for brands. People’s expectations are increasing – they want almost instant resolutions to problems, on the channel that they choose –…
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Should a brand get involved in political debate? An analysis of Ben & Jerry’s recent criticism of UK immigration policy.
Communications and Crisis Director Lisa Barnett analyses the overwhelming and unusual response to Ben and Jerry’s recent criticism of UK immigration policy. When you think of brands that are outspoken and not…
Should brands engage in social activism?
2020 has been a year of intense social activism as people demand long-overdue social changes. The last thing brands want is to be accused of exploiting important issues for material gain or…
It’s Time To Review Your Tone Of Voice
Having worked in publishing, community management and social media and now specialising in communications, I’m well versed in nailing the correct tone voice to convey your message to your audience. Over the…
Changing your communications approach during a crisis
Content calendars, creative briefs and advertising budgets are being ripped apart during the coronavirus pandemic as brands rethink their content and marketing messages to make sure it is appropriate. While the temptation…
Our recommended approach to managing Social Media during a crisis
During this unprecedented time when most brands are experiencing a crisis, we thought it worthwhile to set out our approach to communicating effectively. Firstly, every company and brand is in a unique…
Twitter restricts who can reply to your tweets
Twitter has announced it will bring in functionality giving brands the control over who can view and reply to their tweets. This control is much needed to stop the abusive and harassing…
What can we learn from #Sainsbey
Sainsbury’s knocked it out of the shopping trolley with its response to Beyonce’s Adidas x IVY PARK drop last week. If you haven’t read about it, the short version is that Queen…
Social media customer service: best practice for 2020
It may be a new decade, but what people see as excellent customer service remains the same. Customers are looking for speedy and effective solutions to their problems. They want to be…
Leave Community Engagement to specialists but with a role for PR
The role and responsibility for Community Management and who is best placed to service it has been a debate in the marketing industry for a while. When I read an article by…
