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By now, we’ve all heard of the terrible crisis Malaysia Airlines is facing with flight MH370 appearing to have vanished out of thin air with over 200 passengers and crew members aboard. It’s an unthinkable situation, though one that every airline needs to be prepared to properly manage at any given time.
Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media? CaseStudies'
The Delta AirlinesCase: A Cautionary Tale The recent events surrounding Delta Airlines’ reaction to the CrowdStrike outages highlight the critical importance of effective reputation management and crisis preparedness. In this case it added more problems and extended the life of a negative story.
From major corporations, to airlines and hospitals, data protection is paramount. Trade reports and other wonky publications are eager to showcase specific casestudies. The media benefit of such studies is invaluable to a tech-specific business, but do not get lost in the weeds. Focus on the benefit, not the tech.
We have had extensive media coverage from numerous airlines as well as newspapers and some bloggers in the region. CaseStudies Crisis Prevention' In a very short period of time it already has over 7,000 views, it will also be going out on CNN channel here in the Gulf region and by next week it will be on Gulf Air for one month.
Take a look: Or what about this ad for British Airways that was released only weeks after Malaysian Airline Flight 370 vanished without a trace: Even though the British Airways ad was planned months before it was released, there’s still no excuse. CaseStudies Crisis Prevention' I can’t stress it enough.
CDC doesn't recommend people on same commercial airline flights w/US #Ebola patient undergo monitoring. CDC recognizes that even a single case of #Ebola diagnosed in US raises concerns, but we've been preparing to respond [link]. CaseStudies Leadership in a Crisis' — CDC (@CDCgov) September 30, 2014.
Let’s consider the approach of low-budget European airline RyanAir, known for their no frills experiences and plentiful financial add-ons. Showcase Customer Experiences : Utilize testimonials and casestudies to highlight how your brand positively impacts customers’ lives.
Organization: Southwest Airlines. Gary Kelly, CEO of Southwest Airlines was one of them. CaseStudies Content Strategy Employee Communications ceos and linkedin ceos linkedin casestudies ceos use linkedin linkedin publishing ceos' Executive: Gary Kelly. Goal: Shaping consumer brand perceptions.
The field is constantly changing and there appears to be more cases and situations that arise that come up in the field. Malaysian Airlines (twice). Just look at this past year alone when we are looking at crisis situations. US Airways. The 2014 World Cup and the protests in Brazil. The list goes on and on.
I mean, we’ve seen negative comments about airlines before, but NOTHING like this (outside of maybe Comcast in the past). What they DO care about is staying true to who they are (the bare-bones airline operation offering the lowest fares around) and making money. Look no further than Spirit Airlines. Now I was curious.
A recent casestudy conducted by Workiva showed that an Airline client using Wdesk completed their 10-K report three weeks earlier and their 10-Q report two weeks earlier than in previous quarters. That same client realized a 187% ROI and payback in less than three months.
Proactive action that businesses can take The Dialogue Project has identified eight principles drawn from casestudies, articles and other sources and suggest some ways companies can help move the conversation forward and bridge the divide.
Ongoing research on the student experience with the PRSA MBA/Business School Program course shows that the skills learned and the casesstudied have had a positive impact; students report that they are applying the lessons in the workplace. This method has been tried and tested in MBA and PR programs alike.
5WPR CEO and Founder, Ronn Torossian spoke on this subject to two classes at Harvard Business School , Tuesday, by providing his expert analysis on the “United Breaks Guitars” casestudy. In the case of United Airlines, the company failed miserably at handling this – and other crisis PR issues.”. .
Here’s a question for marketers – what’s the funniest place to be in America right now: in the audience of a Louis CK show, backstage at NBC-TV’s ''Saturday Night Live,'' or in mid-air during a Southwest Airlines 777 flight heading toward Houston? Delta Airlines’ Video Outtakes. Source: Virgin ).
The book and the casestudies are all US centric but you don’t have to work hard to apply Galloway’s work to other markets. The crisis paid out a premium in valuation to organisations with an innovation narrative while stocks in bookings, entertainment, airlines, cruises and resorts were hit 50-70%.
Within minutes, the airline acknowledged the situation on Twitter and Facebook. The airline continued to communicate via social media throughout the ordeal and was universally lauded for its social media response to this crisis. Just like that airline, you may end up lauded for your transparency, and quick social response.
Corp Comm Frets Leadership in Crisis Comms, says Study. Avoid the Noid: A Mascot that Became a PR Crisis CaseStudy. They hired an actor to play the role of a fictitious airline CEO apologizing for a network glitch canceling 140 flights. Photo credit: Flickr, sebastien lebrigand, airline ( CC BY-SA 2.0 ) .
Your Airlines, your resorts or travel operators. Unfortunately, for Airlines a lot of times when you’re going they’ll reschedule you or allow you to cancel without having a fee attached to it, but they don’t necessarily refund your money. So what you first want to do is just check with who you booked with.
By now, we’re all kinda United’ed out, aren’t we? My Facebook feed was full of people still talking about it last week. My LinkedIn feed is STILL full of people opining about the incident. And, most (if not all) of this commentary has been highly critical of United.
Note on the bottom right, you can see what follow on actions visitors took including other page views – like casestudies – and signups (registrations). The company also has several customer testimonials posted to it’s YouTube channel and casestudies on its website. Here’s what that looks like in the detailed view.
In particular, I look for casestudy posts here. Just this past week they’ve featured posts about Vice and what they’re doing with local content and United Airlines and how they’re taking more video content creation in-house. Recently, I’ve gone to a once or twice a week schedule.
In one case, a Zappos customer called to return a pair of shoes because her mother had passed away and wouldn’t need them anymore. Southwest Airlines. Southwest Airlines is known for its friendly and fun-loving flight attendants. Southwest Airlines employees celebrate passenger’s 104th birthday.
Crisis communication casestudies. These casestudies offer lessons to help responders in any industry prepare for worst-case scenarios. It remains to be one of the most debated casestudies on crisis communication and how it can affect a company’s reputation.
Our presenters covered a wide range of casestudies and techniques. Southwest Airlines: a decade of linking press releases to ticket sales Rachel Forrest , communications lead, measurement and analytics at Southwest Airlines , has a long history with attribution.
As part of my contribution to the Agnes + Day team I have the opportunity to share with you developments around the world relating to protecting the privacy of all people when they either voluntarily or out of necessity, like purchasing an airline ticket, provide their personal and private information via digital platforms.
The Miracle on the Hudson, United airlines. ” Oftentimes too, there’s just probably not enough research done in some cases, and so folks are quick to innovate and put something out to market before there’s proper casestudies around how to customers. So I’ll give you one quick story.
All of the casestudies that were presented not only were ones I was aware of, but I saw these campaigns being showcased at Cannes Lions this past summer, so I know where the speaker was getting their materials. I got to hear from brands such as GrubHub, Shake Shack, Southwest Airlines, and more.
As video of United Airlines passenger Dr. David Dao being violently dragged from his seat went viral, the media – and a global audience of prospective customers – were horrified. United will weather the latest tempest, in part because the traveling public have low expectations of the airline experience.
United Airlines Drops The Ball. This is probably the most well known crises from this year as United Airlines hasn’t had the best year. The video was bad enough but when the United Airlines CEO, Oscar Munoz attempted to make the standard PR apology , as any decent PR person would normally recommend.
Don’t miss Buffer podcasts (which range from video marketing and Snapchat strategy to the storytelling secrets of National Geographic Travel) and its casestudies, such as: “ How I Grew My Traffic By Almost 50% In Just 30 Days Using Twitter.”. What We Learned From the Southwest Airlines Social Media Crisis ”.
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