Iliyana's Blog

Iliyana Stareva

Iliyana Stareva is a thought leader in Customer Success and AI. She’s the author of Inbound PR, a keynote speaker, and currently leads Customer Health for EMEA at ServiceNow. Iliyana has held global and regional roles at ServiceNow, Cisco, and HubSpot, spanning customer experience, operations, and digital transformation.

Recent Posts

Getting Your First PR Job: Top Tips from the Experts

[fa icon="calendar'] 07-Jun-2015 08:00:00 / by Iliyana Stareva posted in Public Relations, Career

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For the past few weeks, I’ve been meaning to write this piece. I’ve seen it with friends from both my universities how hard it is to get your first job, I often hear it from students who reach out to me after reading my blog pieces. So, I knew I wanted to share some actionable advice to help recent PR grads with their job hunt, but I didn’t really know what the best way was to present it – should I share my experiences and my advice, should I add in some research, should I interview someone...

And then I thought, what better way to give you some actionable tips than asking the people who have made a name for themselves in the industry?

So I decided to reach out to the experts in my social community and ask them a simple question on Twitter:

In 140 characters, what is your top tip for PR grads to get their first job?

I was again amazed at how willing people are to help and share advice! In the Slideshare below you can see that I have managed to curate the expert tips from CEOs, agency owners, educators and some very notable influencers in the PR industry, all thanks to Twitter in a matter of just hours. This is just one more example how social media breaks all barriers (use it – that’s one advice).

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How to be an Effective Leader [Infographic]

[fa icon="calendar'] 01-Jun-2015 08:00:00 / by Iliyana Stareva posted in Career, Leadership

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In a recent podcast by the Harvard Business School, Richard Edelman – CEO of the largest PR consultancy in the world – talks about four main factors that affect trust in business. One of them is leadership, which in itself is not that surprising, however what’s interesting is that CEO trust, which was recovering from a low point in 2008 up to 2011, has gone backwards substantially.

As the 2015 Edelman Trust Barometer has found, focusing extensively on operations and making a lot of money is no longer key – it doesn’t earn you a better reputation anymore, nor any credibility.

According to Richard Edelman it is engagement and integrity that really matter – engagement related to absolute transparency and sharing of data and information, and integrity related to putting customers ahead of profits, treating employees well and making the supply chain good.

For business, Edelman has found that trust is built through specific attributes, organised into five performance clusters and ranked by importance with integrity and engagement leading the pack, followed by products and services, purpose and operations.

What all these have in common is that they evolve around people. Trust is about them, not you.

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12 Best Business Practices for PR Agency Success

[fa icon="calendar'] 25-May-2015 08:00:00 / by Iliyana Stareva posted in Public Relations, Inbound PR, Agencies

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I spent a good three years working in PR and digital agencies across Germany and the UK. Now I’m on the other side – as a Channel Consultant at HubSpot my role is to help our partner agencies grow their businesses.

That not only includes teaching them the inbound marketing methodology and how they can use our software for their own marketing, but also offering them strategic advice on how to choose the right market, develop and deliver better services, recognise areas for growth, make the right team decisions, establish expertise and more. So really - business consulting.

Just a few months ago I thought agency life was hard (and it is, don’t get me wrong), but now I’m seeing that running an agency isn’t easy either.

Especially when you have to compete with thousands of other similar firms out there.

From what I’ve experienced so far, the biggest challenge agencies face is developing a unique positioning that allows them to truly stand out and be seen as an expert, with clients chasing them for their knowledge and capabilities, rather than the agencies having to pitch all the time for new business.

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The 7 Best Storytelling Infographics You Need to Check Out Now

[fa icon="calendar'] 18-May-2015 08:00:00 / by Iliyana Stareva posted in Storytelling

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Do you like TV ads? How about magazine ads? Do you pay attention to them or do you just skip them?

Now let me ask you another question: Do you like stories? Do you enjoy being immersed into an exciting narrative allowing you to escape reality and enter a new world?

I like stories. I like to let my brain follow the imaginative flow of a good story and visualise the narrative, the heroes, the actions and happenings of what I am reading, watching or experiencing. 

As a marketer you are probably used to relying more on hard facts and lists of benefits rather than engaging stories. That might have worked in the Mad Man era, but in the world of real-time, non-stop social interactions and online content it no longer does.

Don’t believe me? Check out some facts from a Nielson study:

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The ABCs of Social Media for Sustainability

[fa icon="calendar'] 11-May-2015 08:00:00 / by Iliyana Stareva posted in Social Media, Sustainability

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Sustainability... What a difficult word, don't you think? And how about social media?

Can you describe the two in a short sentence? No? You are probably asking: "What does social media have to do with sustainability?"

A lot, actually.

Social media and sustainability are both paradigm shifts. The challenge is how to leverage them and do so in synchrony in order to create business value. Utilising social media could transform any sustainability initiative. And because the foundations of social media and sustainability are guided by the same values of community, transparency, authenticity, innovation and collaboration, combining and aligning the two concepts could have a powerful impact on effectively balancing the triple bottom line.

To help you see the connection, let's go back to school and make things a little bit easier to understand. Below you'll find my list of ABCs with each letter representing an important characteristic that ties these two seemingly unrelated concepts. Additionally, you will find multiple actionable tips you can deploy in your business.

So pay attention now!

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