- WHAT IS THE VALUE OF A CUSTOMER?
- DOES CONTENT MARKETING WORK?
- WHAT IS THE DIFFERENCE BETWEEN A BRAND, BRANDING, A PERSONAL BRAND AND A COMPANY/PRODUCT NAME?
- WHAT IS GROWTH HACKING?
- HOW MANY « P » CAN BE FOUND IN THE MARKETING MIX?
- THE CUSTOMER VALUE CHAIN
- HOW CAN YOU PROTECT YOUR UNIQUE PRODUCT OR SERVICE?
- CONFERENCE ON FINANCING - MAY 2, 2017
- WHAT IS DRIP PRICING?
- WHICH AMOUNT SHOULD YOU CHOOSE FOR YOUR PRICES?
- DETERMINING YOUR HOURLY RATE BASED ON THE VALUE YOU THINK YOU HAVE
- IS LOWERING YOUR PRICES A GOOD IDEA?
- TO OFFER OR NOT TO OFFER FINANCING?
- HOW TO PROTECT YOURSELF AGAINST EXCHANGE RATE RISKS
- WHEN IS A GOOD TIME TO INCREASE YOUR PRICES?
- DEMAND BASED PRICING
- WHAT IS A LOSS LEADER?
- HOW TO ORGANIZE A DRAW THE RIGHT WAY?
- HOW TO HAVE REMOTE EMPLOYEES
- IS IT GOOD TO BE FIRST IN A MARKET?
- THE THREE TYPES OF CUSTOMERS
- EXPORTING TO MEXICO - QUERETARO REGION
- DEFINING BUSINESS SUCCESS
- ARE YOU USING REBATES? WATCH OUT FOR THESE
- IS THE CUSTOMER ALWAYS RIGHT?
- EXPORTS AND QUEBEC COMPANIES
- COWORKING SPACES
- YOUR PLACE OF BUSINESS AND INTERNET
- WHY IS SOCIAL MEDIA IMPORTANT FOR YOUR BUSINESS?
- HOW TO USE FREEBIES
- WHAT IS THE MAGICAL FORMULA FOR HAVING SUCCESS IN BUSINESS?
- DO YOU HAVE EXPERIENCE IN MY FIELD?
- WHEN CAN WE STOP OUR MARKETING?
- WHAT IS A CALL TO ACTION?
- WE ARE ALL SALESPEOPLE; HERE'S HOW TO GET THERE
- HOW CAN MARKETING AND SALES COLLABORATE?
- HOW TO SELL MORE TO YOUR EXISTING CLIENTS
- WHAT IS CROSS-MARKETING?
- WHY SHOULD I SEGMENT?
- WHO IS RESPONSIBLE FOR MANAGING YOUR COMPANY'S IMAGE?
- HOW TO CHARGE FOR YOUR PRODUCTS / SERVICES?
- HOW TO DEFINE YOUR PRICING STRATEGY: PRICE POSITIONING
- HOW TO DEFINE YOUR PRICING STRATEGY: MARKET PRICING
- WHAT PRICE SHOULD YOU SELL AT? - COST-BASED PRICING
- WHAT IS A PRODUCT?
- HOW TO MARKET YOUR NEW BUSINESS?
- IS BUYING A FRANCHISE A GOOD WAY TO START A BUSINESS?
- HOW SOCIAL MEDIA HAS CHANGED WORD-OF-MOUTH
- HOW SOCIAL MEDIA HAS CHANGED PUBLIC RELATIONS
- WHAT IS BRANDING?
- WHY INCREASING SALES IS NOT THE SOLUTION
- HOW TO SELECT YOUR COMPANY NAME?
- WHY HAVING A WEBSITE IS ONLY THE BEGINNING?
- WHAT IS MARKETING?
- HOW TO MAXIMIZE THE VALUE OF YOUR SOLE PROPRIETORSHIP BUSINESS
- WHY SELLING IN MEXICO?
- LOW COST MARKETING INITIATIVES
- WHY IS PRODUCT DIFFERENCIATION IMPORTANT?
- hOW TO PRESENT OUR COMPANY
- WHAT IS THE DIFFERENCE BETWEEN MARKETING AND PUBLICITY?
- 50% OF YOUR ADVERTISING BUDGET DOES NOT PRODUCE AS MUCH AS THE REST
- RIGHT SELL AND OVER DELIVER
HOW SOCIAL MEDIA HAS CHANGED PUBLIC RELATIONS
First and foremost, what does public relations do for a business? Its function, which is a branch of marketing, is to manage media relationships and brand promotion and to develop relationships with various interest groups both internal and external.
Previously, public relations used primarily printed communications for promoting its internal and external messages, managing relationships with agents (the word agent is used in a very large sense to include all leaders that have some influence on the company or market conditions in which the company operates), sponsorship and media relations activities, and networking activities to promote the corporate message. Because of this reliance on the printed medium, communication was typically unidirectional; from the company to the client. The only entry point for the customer was via customer services.
Now, thanks to the growing popularity of social media, some sectors have experienced a revolution. This is particularly true of the relationship with the customer. Now, if a client wants to be heard, there are many more entry points than simply customer service - for example, corporate social media platforms and forums or customers pages organized by the clients themselves.
Even the way to contact customer service has changed; the day of waiting on the phone is over - now, you visit the corporate website and use the live chat function. The information is no longer controlled and managed in the same way by the companies.
Another significant change is in the democratization of the public relations function. Previously, managers controlled the company image. Now this feature is shared by all employees of all services that have contact with the public, whether it be your sales department, communications, e-marketing, customer service, purchasing, investor relations, or human resources. This opening of the company doors generates broader goals for public relations: get everyone on the same page and manage crises quickly and effectively.
To do this, we now see companies investing in the development of corporate policies on the use of social media, courses are offered on how to provide good customer service and internal communication is increasingly important. All this to make company employees ambassadors for the brand and company’s image.
Also, in the past, the crises to be managed were large, and companies could see them coming. Now there are lots of different kinds of crises. The problem is not as important as the influence of the person that has the issue; details can take a significant importance when placed in the hands of a person who wants to be heard, who knows how to be heard and who has a public that wants to listen.
Several other changes stem from the growing importance of social media, but for the customer, the company is listening now more than ever.
Stéphane Elmaleh-Riel, B.Ed., MBA