Developing Long-Term Relationships Through Customer Success with Muck Rack’s Vanessa Neurohr [Podcast]

Developing Long-Term Relationships Through Customer Success with Muck Rack’s Vanessa Neurohr [Podcast]

Today on PR Talk, we learned a little more about our newest obsession, a PR software called Muck Rack, from Vanessa Neurohr. As their VP of customer success, Vanessa introduces us to the software while providing the ins and outs of the customer success industry. We didn’t expect to find so many similarities with this world, but since PR is about serving others, especially clients and the media, it would make sense after all.

Muck Rack Explained

Discovering just the right press contacts is often the hardest, but most important, part of a new person’s job in PR. It’s quite overwhelming to imagine the sheer multitude of press contacts and outlets worldwide. Through Muck Rack, we can conduct easier research to find contacts, organize them into efficient lists and connect with them through the software. 

Beyond its media database capabilities, the software provides media monitoring and earned media capturing, which are also significant to the PR process. Muck Rack’s newest addition is a Google analytics integration which allows users to combine earned media results with website analysis. This integration may just solve the age old problem PR professionals always face in connecting their hard earned PR coverage to direct results.

With plenty of software competition, Vanessa explains that Muck Rack is unique in its connection with journalists, product innovation and most importantly, customer service. Tech isn’t always the easiest to work with, so Muck Rack has made a considerable effort to create a customer success team that is knowledgeable and readily available.

Muck Rack

Customer Success System

Conducting a customer success team is no small task. In her role, Vanessa helps her team function together to create long-term customer relationships through consistency, trust and availability all reasons her team has continued to show business growth. 

Below are Muck Rack’s customer success team functions and how they add value.

The CSM Team: This is the main point-of-contact for customers to check-in with as often as needed. Having the same person to reach out to helps build trust through consistent dialogue.

The Support Team: On call 24/7 via live chat, this team offers immediate assistance. No longer are customers waiting for answers when they have a team that always shows up.

The Onboarding Team: By walking incoming customers through Muck Rack’s features, this team ensures customers maximize the software to its full capabilities. The more knowledge and comfort the customer obtains, the more adeptly the software will work for them.

The Customer Education Team: As one of the newest pieces of the customer success puzzle, this team creates easy-to-read, step-by-step guides and live courses. Having these resources available for customers allows them to quickly address questions independently.

 

Advice for Those Entering the Field

Along with being highly empathetic and organized qualities needed for most industries, including PR the skills and background of the ideal customer professional will vary. Vanessa advises incoming customer success professionals to ask more questions, which can bring personal growth and visibility within the organization.  

Tune in to learn more about Muck Rack and how you can connect with other customer success leaders through the Thrive Network.

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About the Guest: Vanessa Neurohr

Vanessa Neurohr is the Vice President of Customer Success at Muck Rack, working to change how professionals approach public relations and encourage better relationships with the media through a unique mix of technology and partnership. She also works with brands and agencies to ensure they work smarter to surpass goals, reinvigorate strategies, and streamline workflows. Meanwhile, Vanessa co-founded the Thrive Network to empower women in customer success, now with over 1,000 members.

Vaness Neurohr Head Shot

PR Talk is part of the Marketing Podcast Network

The Marketing Podcast Network gives brands that sell to marketers direct access to reach thousands of buyers via their trusted media source: Marketing podcasts. Browse our library of shows and see where your message can be placed to reach prospective customers ripe for your message.

 

This episode of PR Talk is brought to you by PRSA Oregon

Throughout Oregon and Southwest Washington, PRSA provides members with networking, mentorship, skill building and professional development opportunities – whether you are a new professional fresh out of college or a skilled expert with 20 years in the industry. Check out PRSAoregon.org for more information on how membership can help you grow and connect.

Managing Time Within the Chaos of PR with Anna Dearmon Kornick [Podcast]

Managing Time Within the Chaos of PR with Anna Dearmon Kornick [Podcast]

In the spirit of getting organized, Amy’s newest guest on PR Talk is setting us on the right path. Anna Dearmon Kornick is a PR pro turned time management coach and host of It’s About Time, a podcast for ambitious women seeking better work, life, and balance. In this episode, Anna shares helpful strategies for professionals looking to manage their time productively. As we all know, organization is a necessary, but sometimes tricky, part of PR, but by incorporating some of these tips, you might find great results.

Rediscovering Purpose in the Chaos

After working as a scheduler for a U.S. congressperson, Anna moved back home to Louisiana and started her ten year career in government affairs as a PR crisis manager. That position had her choosing work over life, and in an attempt to find order in the chaos, she realized her life had become chaos. So Anna quit, but looking back, she realized quitting didn’t need to be her only option. As a time management coach now, she can see that diving into the basics of time management sooner could have fixed many of the issues she faced. 

 

Clarifying Vision and Values

Today she works with professionals looking to find balance in the crises of life and work. She now understands that balance is impossible without boundaries, and setting clear boundaries starts by clarifying your vision and values. Once you have a clear idea of what you want, it is easier to prioritize. Anna explained how to organize work into four zones to determine what tasks align with your vision in order to eliminate, automate or delegate. 

The four zones are as follows, but keep in mind you want to prioritize your genius zone tasks at the top:

  1. Genius Zone: Where you are proficient and passionate
  2. Disinterest Zone: Where you are proficient but not passionate
  3. Drudgery Zone: Where you are not passionate nor proficient
  4. Distraction Zone: Where you are passionate but not proficient

 

Organizing Your Stone Tasks

Now that you have found the tasks that fit your vision and values, it’s time to organize them by importance and urgency. Anna compares the jobs you have to stones represented as boulders (essential tasks that aren’t urgent), big rocks (essential and urgent tasks) and pebbles (the little tasks that can be distracting but need to get done). Once you have designated your tasks in their proper grouping, you can prioritize your workload by placing a boulder at the top of your schedule and working through the other rocks.

Amy takes the rebel side of things and questions the idea that she would even prioritize a “boulder” like business development. How does one push themselves to work on an important boulder like business development when there are other things like client work (big rocks) to hide behind? If you constantly avoid the boulders, Anna encourages a change in mindset by personally identifying with the boulder. For example, telling people that you are “very involved in your business development” can change how your mind sees that task, improving your efforts. 

 

Workflow Strategies

Categorizing your workload is not the only thing that will create balance in your professional life. You also need to identify workflow strategies that organize your days to be the most productive. Below are four different approaches you can incorporate into your workload.

Time Blocking: Creating blocks of time in your schedule for specific projects is the basis of this strategy. Instead of pushing yourself to do a million things in one day, you can choose just a few important tasks based on the methods above. Once those are selected, block out the time it will take to complete those tasks in your calendar.

Creative Flow: Client texts, email chains, slack notifications, you name it, are taking up a lot of your creative time, but if you can organize those tasks using the methods above, you will find space for your creative flow. This means designating two to four hours of uninterrupted time spent in an environment that encourages your creativity. 

Themed Days: Themes can come in the form of days, weeks or even months. If you work on social media every Monday, your team knows to get the post they want featured to you before then. Designating a specific timeframe to one theme not only sets you in a good rhythm but also sets team expectations. 

Startup and Shutdown Routines: Sometimes, it can be challenging to differentiate work from life, especially when you lack the physical barrier of an office. And since a PR pro is never finished, many of us mull over our uncompleted tasks after hours. Start-up and shutdown routines can help transition from non-work brain to work brain and vice versa. Both practices repeat daily with five to seven physical actions, which can include sitting down at your desk (start-up) or reviewing projects that still need work (shutdown).

 

Tools for Work Organization

The strategies above work wonderfully when you have the right tools. Many of us probably have some sort of project management system in place, but you might want to ask yourself if it’s working. As a time manager, here are the four tools Anna believes everyone should use. 

  1. Collaboration Tool: How the team communicates with each other (such as Slack)
  2. Capture Tool: Where ideas go (such as Evernote)
  3. Calendar Tool: Meeting and event organization (such as Google Calendar)
  4. Client Management Tool: For tracking client work (such as Toggl)

These tools will not only help organize your workload, but when you combine them with the strategies and methods discussed throughout this podcast episode, you’ll be less stressed and more productive. Listen now to hear what Anna recommends as the one strategy and tool you should use above everything else.

Don’t Miss an Episode

If you haven’t already subscribed to the PR Talk Podcast, you can find more great episodes on iTunes, Stitcher, Google Podcasts, iHeart Radio and Spotify. While you’re there, don’t forget to rate and review the show!

About the Guest: Anna Dearmon Kornick

Anna Dearmon Kornick is a time management coach who helps busy professionals and business owners master time management so they can stop feeling overwhelmed and start spending time on what matters most. Her weekly podcast, It’s About Time, shares stories and strategies to inspire women seeking better work/life balance.

Jenn's Headshot

PR Talk is part of the Marketing Podcast Network

The Marketing Podcast Network gives brands that sell to marketers direct access to reach thousands of buyers via their trusted media source: Marketing podcasts. Browse our library of shows and see where your message can be placed to reach prospective customers ripe for your message.

 

This episode of PR Talk is brought to you by PRSA Oregon

Throughout Oregon and Southwest Washington, PRSA provides members with networking, mentorship, skill building and professional development opportunities – whether you are a new professional fresh out of college or a skilled expert with 20 years in the industry. Check out PRSAoregon.org for more information on how membership can help you grow and connect.

Focusing On What You Can Control with Jenn Hanson-dePaula [Podcast]

Focusing On What You Can Control with Jenn Hanson-dePaula [Podcast]

If you are shy about marketing yourself, whether that be your company, services or individual projects, you might want to tune into this PR Talk episode with Amy and Jenn dePaula, owner of Mixtus Media – a company that helps authors market their books – and host of the Book Marketing Simplified podcast. While this episode focuses on authors, most of this advice can apply to other aspects of marketing.

Following the Marketing Trends

Before Jenn co-founded Mixtus Media with her husband, she was a publicist for musicians and authors, placing her in a position that worked with creatives who weren’t usually thinking about marketing, leading her to book publishing. In 2006, shortly after starting her company, things were beginning to change. Much of the traditional media was going digital, and Jenn was beginning to feel stressed about her marketing strategies. After some time, she decided to no longer focus on what couldn’t be controlled and pull her focus into what could. With her husband on board, they tackled the great digital marketing beast together and were able to shift into a highly profitable gear.

 

Demystifying Digital Marketing

Exacerbated by everyone telling authors they should be marketing their books, but rarely explaining how to do so, Jenn identified a missing piece within the book marketing arena. Jenn compared this to a cooking scene in Schitt’s Creek where Moira continually tells David to “fold in the cheese,” resulting in hilarious confusion because neither of them knew what this meant. Today Jenn teaches authors how to market their books with exact approaches and intentional resources to build their online presence around their ideal audience.

Focusing On Personal Marketing Growth

Devoting time to book marketing or other personal marketing, such as entrepreneurs promoting their businesses or job-seekers positioning themselves for that next opportunity, can feel impossible alongside other responsibilities. To combat this, Jenn suggests that it’s all about priorities and spending time where your audience lives. Devoting a couple of hours a week to personally targeted marketing is a great way to start and can result in more business.

 

Advice for PR People and Authors

For PR people: Jenn offers advice to those who want to amplify an author and their book. Showing compassion to your authors is an excellent way to build trust. Many are creatives and don’t think about the business side of things, so communicating why they need to market their book a certain way will help them understand and see the big picture. 

For authors: Mixtus Media offers a couple of social media and book marketing coaching programs to help grow your following and sell more books. They also have great tools, including the “Book Marketing Simplified” podcast that shares insights on all things digital book marketing. And since being an author can get lonely, you can opt-in to join the Author’s Circle, a group for authors worldwide that connect and encourage each other.

Listen now to hear more about Jenn’s history and how you can be more intentional with your digital marketing.

Don’t Miss an Episode

If you haven’t already subscribed to the PR Talk Podcast, you can find more great episodes on iTunes, Stitcher, Google Podcasts, iHeart Radio and Spotify. While you’re there, don’t forget to rate and review the show!

About Jenn Hanson-dePaula

Jenn Hanson-dePaula has been working with authors, musicians, and other creatives for over 20 years, helping them find and connect with their ideal audience online. She started working for Essential Records and EMI CMG as a publicist in the music industry for five years. In 2005 she ventured out on her own to start BookEnd Media, which she formed to serve the independent music and author communities. As social media outlets became more and more prominent, she refocused the company, naming it Mixtus Media, to focus on helping form a deeper and more powerful online presence.

Jenn's Headshot

PR Talk is part of the Marketing Podcast Network

The Marketing Podcast Network gives brands that sell to marketers direct access to reach thousands of buyers via their trusted media source: Marketing podcasts. Browse our library of shows and see where your message can be placed to reach prospective customers ripe for your message.

 

This episode of PR Talk is brought to you by PRSA Oregon

Throughout Oregon and Southwest Washington, PRSA provides members with networking, mentorship, skill building and professional development opportunities – whether you are a new professional fresh out of college or a skilled expert with 20 years in the industry. Check out PRSAoregon.org for more information on how membership can help you grow and connect.

Start Brewing Up Your Thought Leadership Efforts [Podcast]

Start Brewing Up Your Thought Leadership Efforts [Podcast]

An AMA Puget Sound Interview with Julie Lichtenberg

Amy Rosenberg had the opportunity to interview on AMA Puget Sound’s Coffee Talk Series with host Julie Lichtenberg. Amy shared her knowledge of thought leadership and why many organizations are using thought leadership in their PR and Marketing strategies. 

Episode highlights 

  • According to the Edelman Trust Barometer, a thought leader is a more trusted source than the media.
  • The ways thought leadership could help recruit and retain employees.
  • Where to start with thought leadership efforts and how to identify thought leaders within an organization.
  • Tangible tips on incorporating thought leadership into your marketing strategy and why it makes a difference.

Listen to the episode on the PR Talk Podcast, or head to the AMA Puget Sound YouTube channel and subscribe!

Don’t Miss an Episode

If you haven’t already subscribed to the PR Talk Podcast, you can find more great episodes on iTunes, Stitcher, Google Podcasts, iHeart Radio and Spotify. While you’re there, don’t forget to rate and review the show!

About AMA Puget Sound

AMA Puget Sound is committed to delivering conversations with thought leaders and practitioners within marketing. The Coffe Talk series format is a candid 30-minute conversation around a central topic related to marketing, career development, and more. The goal is to give the audience tips and advice to use immediately. The live show is hosted weekly on Thursdays at 11 a.m. PST. 

AMA PS Logo

PR Talk is part of the Marketing Podcast Network

The Marketing Podcast Network gives brands that sell to marketers direct access to reach thousands of buyers via their trusted media source: Marketing podcasts. Browse our library of shows and see where your message can be placed to reach prospective customers ripe for your message.

 

This episode of PR Talk is brought to you by PRSA Oregon

Throughout Oregon and Southwest Washington, PRSA provides members with networking, mentorship, skill building and professional development opportunities – whether you are a new professional fresh out of college or a skilled expert with 20 years in the industry. Check out PRSAoregon.org for more information on how membership can help you grow and connect.

Behind the News with Christine Pitawanich: An Education in Pandemic Reporting [Podcast]

Behind the News with Christine Pitawanich: An Education in Pandemic Reporting [Podcast]

This week on the PR Talk Podcast, Amy is joined by Christine Pitawanich, education reporter for KGW-TV News, an NBC affiliate television station serving the Portland, Oregon area. The two discuss Christine’s experience reporting during the pandemic, how it affected investigations, changes in education reporting, and tips for PR people pitching TV.

Being a Reporter During the Pandemic

Before the pandemic, Christine worked as a general assignment reporter for KGW, meaning she would report on a variety of compelling stories. But when the pandemic hit, the scope of work changed for many reporters causing many of them to work from home or be assigned “beats” — which are specific topics to focus on — leading Christine to concentrate on education and COVID reporting. 

Because the pandemic altered many aspects of life, it took center stage on many newscasters’ desks, including Christine’s. In fact, her in-depth investigation on Oregon ICUs during the delta wave won an Emmy. However, investigations on how organizations handled this crisis didn’t stop in the healthcare industry. Christine found plenty to examine within education, especially regarding COVID issues. 

 

The Evolution of Education Reporting

Recalling the beginning of the pandemic, Christine set out to address the confusion schools, caretakers and staff were experiencing through discovering answers. With masking mandates, staffing shortages, and leadership being questioned, Christine’s conversations with interviewees tended to introduce new concerns to investigate.

While reaching out to districts, Christine found it difficult to obtain clear answers, possibly due to their fear of criticism. Teachers and staff were nervous about speaking out on school issues, making it hard for Christine to tell their stories. Luckily, as time persisted, she found caretakers and students willing to voice their opinions to elevate the current issues. 

Although education has always been on Christine’s radar, now more than ever, people are looking for answers, and so is she. Since education reporting trends could change at any moment because of COVID restrictions and other safety issues, she doesn’t see this beat slowing down anytime soon.

 

Tips For Your Next TV Pitch

With no shortage of issues surrounding education and COVID topics, Amy asked how PR people can stand out while also helping reporters. Since Christine receives pitches from PR people on the daily, she had many thoughts. Alongside her preference for local ties, Christine prioritizes timely pitches and available interviewees.

Timeliness: Since TV reporters have tight deadlines, it is key that the PR person sends their pitch early. Christine noted that sending the pitch a week ahead of time and on the day of (said event) is ideal. In “A Modern Guide to Public Relations,” Amy goes more in-depth on media etiquette and how to work with TV based on conversations with various reporters.

Availability: With timeliness comes the availability of your interviewee. When pitching an idea to a TV reporter, be sure that your interviewee is available within two hours of an interview request. Christine advised that before sending a pitch to TV, PR people should ensure their client is prepped and ready. Preparing your interviewee for the reporter could guarantee your spot above someone else. Remember, as PR pros, we are here to serve both the client and the reporter. 

To hear Christine’s advice and more about her decades of personal reporting experience, tune in now.

Don’t Miss an Episode

If you haven’t already subscribed to the PR Talk Podcast, you can find more great episodes on iTunes, Stitcher, Google Podcasts, iHeart Radio and Spotify. While you’re there, don’t forget to rate and review the show!

About the guest: Christine Pitawanich

Christine is a reporter who shoots video, writes and edits footage, creating her own stories from the ground up at KGW-TV News, an NBC affiliate television station serving the Portland, Oregon area. Before KGW, she worked as a multimedia journalist for KOBI-TV NBC 5 News in Medford, Oregon. Christine recently received an Emmy award for her work on Overwhelmed: Inside Oregon’s ICUs, which showed how COVID’s delta wave affected healthcare workers. Her main investigative focus is now education.

Christine Pitawanich Headshot

PR Talk is part of the Marketing Podcast Network

The Marketing Podcast Network gives brands that sell to marketers direct access to reach thousands of buyers via their trusted media source: Marketing podcasts. Browse our library of shows and see where your message can be placed to reach prospective customers ripe for your message.

 

This episode of PR Talk is brought to you by PRSA Oregon

Throughout Oregon and Southwest Washington, PRSA provides members with networking, mentorship, skill building and professional development opportunities – whether you are a new professional fresh out of college or a skilled expert with 20 years in the industry. Check out PRSAoregon.org for more information on how membership can help you grow and connect.

How Jessica Rhodes is ‘Monetizing the Mic’ With Her Unique Approach to Podcast Booking

How Jessica Rhodes is ‘Monetizing the Mic’ With Her Unique Approach to Podcast Booking

We’re going meta in this episode of the PR Talk Podcast by taking a deep dive into podcasting with Jessica Rhodes, founder of Interview Connections. Since 2013, Jessica’s company has helped entrepreneurs land podcast interviews that lead to measurable return on investment (ROI) outcomes. During this conversation, Jessica chats with host Amy Rosenberg about the important role podcasts can play in a PR outreach strategy, how pitching these opportunities differs from other media types and more.

An Accidental Career

Jessica didn’t set out to start a podcast booking agency. She began her career doing door-to-door canvassing for a nonprofit and became a virtual assistant at 25 because she wanted to launch a home-based business that accommodated her life as a new mother. One of Jessica’s early clients was her father, who is a business coach and long-time podcaster. He asked her to book him on podcasts to increase his visibility. So, she approached podcast hosts with pitches and quickly discovered her niche. Today, Interview Connections has over 20 full-time employees serving 200 clients.

 

Who Listens to Podcasts?

One common question PRs often get from their clients is, “who listens to podcasts?” Even though listenership statistics have grown year-over-year since 2013, many executives don’t see the value in pursuing or appearing on podcasts. According to Jessica, research shows that podcast listeners are highly-educated, high-income people. What’s more, podcast audiences tend to be a very targeted group, which can pay big dividends for companies. 

However, Jessica made a point to mention that podcasts are one place in PR and media strategy where audience size should not be the most significant consideration. In fact, this is often a trap that can leave great opportunities on the table. Jessica prefers to treat podcast appearances as networking opportunities. When vetting opportunities, Jessica seeks out hosts who are aligned with her client’s products or services and can deliver business opportunities or become customers themselves. With those goals in mind, podcast interviews can become 30-40 minute one-on-one pitches to very warm leads. It’s here where Jessica begins connecting podcast appearances with ROI. 

 

Booking is All About the Details 

Now that the value of podcast appearances is clear, it’s time to connect clients with hosts. So how does podcast booking differ from other forms of media? Jessica’s biggest tip is to remember that podcast hosts own their shows and are rightfully very protective over their content and audience. With that in mind, PRs should communicate succinctly and clearly why they’re genuinely a good match for the host’s show and audience. 

The biggest mistake you can make is to copy and paste the same pitch to everyone. Instead, research the hosts, learn who they are, what their businesses are and how you can add value to their conversations. In these instances, less can be more. So, slow down and focus on connecting the dots for hosts in your pitches.

 

There’s More to this Conversation

Amy and Jessica covered so much more in their conversation, including follow-up etiquette, delivering effective calls to action at the end of interviews and if including video is really necessary in today’s podcasting world. So, tune in to the episode to hear more. 

Don’t Miss an Episode

If you haven’t already subscribed to the PR Talk Podcast, you can find more great episodes on iTunes, Stitcher, Google Podcasts, iHeart Radio and Spotify. While you’re there, don’t forget to rate and review the show!

About the Guest: Jessica Rhodes

Jessica Rhodes founded Interview Connections, the world’s first podcast booking agency, in 2013 when no other agencies like it existed. Recently awarded the 2022 Bronze Stevie Award for Marketing Agency of the Year and Podcast Booking Agency of the Year by Corporate Vision Magazine, Jessica & the Interview Connections team is responsible for booking thousands of podcast interviews a year, leading to millions of dollars in revenue for their clients. She has been podcasting since 2014 and currently co-hosts her podcast, Monetize the Mic.

Connect and follow Jessical on social media:

Jessica Rhodes - Interview Connections

PR Talk is part of the Marketing Podcast Network

The Marketing Podcast Network gives brands that sell to marketers direct access to reach thousands of buyers via their trusted media source: Marketing podcasts. Browse our library of shows and see where your message can be placed to reach prospective customers ripe for your message.

 

This episode of PR Talk is brought to you by PRSA Oregon

Throughout Oregon and Southwest Washington, PRSA provides members with networking, mentorship, skill building and professional development opportunities – whether you are a new professional fresh out of college or a skilled expert with 20 years in the industry. Check out PRSAoregon.org for more information on how membership can help you grow and connect.