ImPRessions - Crenshaw Communications

APRIL 10, 2017

As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

Airlines 159

Airlines Hotels Crisis Reputation 159

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? And yet they seem to have a HORRIBLE brand reputation. Conclusion: Do not fly Spirit. Now I was curious.

Airlines 60

Airlines Reputation Brand Branding 60

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Here’s a look at those who came out on top, and others who took a reputation beating last year. After “Today” show star Matt Lauer was abruptly fired following allegations of sexual misconduct, it seemed that NBC would take a terrible blow to its reputation. United Airlines. The Winners.

Airlines 180

Airlines Reputation Journalism Crisis 180

Melissa Agnes

JUNE 3, 2014

Social media and the online landscape provide unique communication opportunities for individuals and organizations. Making communications between your organization and its stakeholders more personal and memorable is so important – for marketing, brand awareness and crisis preparedness. Ah, what an awesome and important question!

Airlines 206

Airlines Crisis Wikipedia Social Media 206

5W PR

JANUARY 22, 2025

What starts as a single negative comment or review can spread across social networks within minutes, potentially damaging a brand’s reputation before teams even know there’s a problem. Organizations need established protocols, trained teams, and clear communication channels ready to activate at a moment’s notice.

Crisis Management 78

Crisis Management Crisis Crisis Communications Training 78

Shift Communications

JANUARY 22, 2018

To develop a more effective crisis communications strategy, we need to understand trust. United Airlines failed a test of results and skills when it broke Dave Carroll’s guitar in luggage handling, then failed a lack of courage in its response. But what do we respond to? Christopher S. Vice President, Marketing Technology.

Crisis Communications 98

Crisis Communications Crisis Reputation Communications 98

ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

But in the spirit of fair play, here are some examples of reputation management that succeeded in 2017. It seems almost quaint now, given the explosion of reputation-killing headlines that have followed the brand “scandal.” Southwest Airlines’ soft landing. Pepsi’s graceful mea culpa. Well handled.

Crisis Management 149

Crisis Management Crisis Airlines Viral 149

5W PR

AUGUST 12, 2024

Reputation management and business continuity planning has become a cornerstone of successful business strategy. The Delta Airlines Case: 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.

Airlines 60

Airlines Case Study Reputation Study 60

ImPRessions - Crenshaw Communications

SEPTEMBER 13, 2017

Here are some of the reputation “winners” born amid the chaos of the storms. Airlines are typically victims of a weather disaster, or occasionally, villains who are forced to make things worse by canceling flights. The post PR Heroes Of The Hurricanes appeared first on Crenshaw Communications. Mattress Mack.

Airlines 149

Airlines Reputation Local Policies 149

PRSay

NOVEMBER 2, 2017

Nearly a decade ago, the PRSA Foundation sponsored research that found only 23 percent of graduate business schools consistently provide instruction in reputation management, corporate communications and related ethical dimensions. And nine out of 10 acknowledged more training in core communications disciplines is merited.

Communications 121

Communications Case Study Training Reputation 121

ImPRessions - Crenshaw Communications

JULY 16, 2019

From major corporations, to airlines and hospitals, data protection is paramount. It’s not just a matter of the disruption of operations, of course; there’s often a reputational impact that can linger for years. The post PR Tips For Cybersecurity Companies appeared first on Crenshaw Communications.

Company 213

Company Case Study Airlines Study 213

Steve Barrett on PR

JANUARY 11, 2024

PR pros have a massive role to play when reputational headwinds throw up big challenges for brands and businesses. But let’s not lay the blame for every negative incident at the feet of the communications profession.

Airlines 113

Airlines Crisis Reputation Brand 113

ImPRessions - Crenshaw Communications

MAY 22, 2017

Some say the goal of a great PR program should be to build brand reputation, while sales and marketing actually drive sales. “A diamond is forever” evokes the long-running DeBeers product campaign, while “Fly the Friendly Skies” is linked to United Airlines, despite the ironic overtones the slogan has now.

Brand 185

Brand Branding Marketing Wireless 185

ImPRessions - Crenshaw Communications

MARCH 21, 2017

It’s bee argued that the amount of time it takes to adequately acknowledge and fix a problem directly correlates to the seriousness of the reputation backlash. It could be argued that no sector suffers the brunt of customer and media criticism as often as the airline industry. The resulting coverage won the day.

Airlines 136

Airlines Reputation Product Launch Crisis 136

PRSay

MAY 26, 2023

“Whenever we get into any crisis moment, the guiding principles for us are compassion and action,” said Linda Rutherford, chief administration and communications officer for Southwest Airlines. And as Southwest works to rebuild its reputation and implement its action plan for the future , “We have been diligent in telling the story.

Airlines 60

Airlines Crisis Communications Employee 60

ImPRessions - Crenshaw Communications

JUNE 28, 2017

The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life. And it’s good timing; the airline industry has suffered its share of negative news all year.

Airlines 147

Airlines Insurance Insurance Exercises 147

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. Their sensor technology and ability to communicate will accelerate and magnify the changes we are already seeing.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

The conversation is public, so onlookers can see that someone’s home and someone cares, which helps a brand’s reputation. Airlines are well known for offering vouchers or upgrades when complainers have legitimate gripes. The post 5 Steps To Good PR From Social Media Complaints appeared first on Crenshaw Communications.

Social Media 159

Social Media Media Airlines Customer Service 159

The Stalwart Blog

OCTOBER 1, 2020

We saw American and United Airlines also announced that they are effectively furloughing, if not completely letting go, tens of thousands of workers themselves. I think more will follow in the tech industry if you at least read the tea leaves from their earnings reports and other press releases and investor relations communications.

Communications 78

Communications Airlines Employee Crisis 78

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

A rebranding can be part of a smart strategy for moving past a reputation crisis. The low-cost airline Valujet became AirTran after a fatal crash that was found to be the result of negligence. No rebranding can rebuild a reputation if the would isn’t disinfected and treated. To hasten the end of a reputation crisis.

Airlines 136

Airlines Crisis Reputation Internal 136

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service. But a reputation can unravel quickly when a public-facing employee mistreats a customer.

Customer Service 136

Customer Service Insurance Insurance Banking 136

Reputation Us

APRIL 12, 2017

This week’s United Airlines incident has by far created the most inquiries from people asking me, “What would you recommend United do now?” ” Simple answer… communicate promptly, communicate factually and communicate often. Good grief! SPOKESPERSON. This doesn’t have to be the CEO.

Crisis 74

Crisis Airlines Viral Corporate 74

Cision

MAY 12, 2017

As we saw with the recent United Airlines fiasco , crisis news doesn’t take time to go viral. This can include data from a well-known research organization, studies from a reputable university, quotes from an influencer in the niche/industry, and so on. Read Mount Allison University’s Libraries and Archives fake news resources guide.

Google 259

Google Digital PR Mobile SEO 259

Shift Communications

JULY 10, 2017

As marketers and communicators, our goal is to reach the most important people to our companies and clients. When they want information to solve a particular problem, they’ll search for it via colleagues, online search, or reputable sources. Sometimes, that’s the media side, reaching influential journalists and publishers.

Publicity 132

Publicity How To Retail Engineering 132

PRSay

DECEMBER 2, 2020

Gordon Johndroe , vice president of global media relations and public affairs for the Chicago-based aircraft manufacturer, spoke to members of PRSA’s Corporate Communications Section in the Nov. On rebuilding Boeing’s reputation: I don’t want to talk too much about it until the MAX is safely flying again. 1 priority.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

Barokas

AUGUST 22, 2019

It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies. When your company’s culture, customer service and communications strategy are all aligned – it can help your business maintain a healthy reputation and even lead to brand loyalty. Stella Heekin.

Customer Service 84

Customer Service Company Strategy Communications 84

Presspage

MARCH 6, 2018

KLM Royal Dutch Airlines KLM’s communications team was growing increasingly discontent with the Content Management System (CMS) they were working with to publish news to their native newsroom. The use of the newsroom platform has provided the airliner with a growing number of visitors.

Airlines 87

Airlines Web SEO Internal 87

PRSay

APRIL 6, 2018

United Airlines. Indeed, many of the core ideas of how to neutralize an issue, mitigate a crisis and protect a reputation remain intact. The long-standing crisis playbook rule is to “address all stakeholders with empathetic and authentic communications.”. This post is brought to you by RockDove , a proud sponsor of PRSA.

Crisis Management 125

Crisis Management Crisis Airlines Viral 125

Presspage

NOVEMBER 8, 2024

To keep your company from falling into this PR trap, this blog post will teach you everything you need to know before you can get started with your crisis communication strategy. Lets start with what crisis communication is. What is crisis communication? However, crisis comms isnt just about the actual communication part.

Crisis Communications 78

Crisis Communications Crisis Communications Employee 78

Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. Hundreds of earlier incidents with involuntary deplaning resulted in conflicts between airlines and passengers. At United Airlines, this was all clearly absent.

Journalism 79

Journalism Airlines Brand Branding 79

NewsWhip

JUNE 10, 2021

Building a framework for reputation management: Christopher Rivera @ Samsung. Christopher Rivera, Director of Reputation & Risk, Samsung Electronics America. Chris Rivera has led as the Director of Reputation & Risk at Samsung Electronics America for more than three years. The reputation and risk landscape| Jump to text.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Presspage

AUGUST 20, 2024

Here are three compelling reasons to keep your crisis communications separate from your regular website and marketing tools. Airlines were particularly hard-hit, with over 5,000 flights delayed or cancelled, leaving passengers stranded and desperate for information. Stay Reliable When It Matters Most The Crowdstrike outage hit over 8.5

Crisis 78

Crisis Tools Airlines Crisis Communications 78

Prohibition

DECEMBER 17, 2021

Crisis communications is an important aspect to tackle as a business owner. A crisis occurs when there is a severe risk or threat to the reputation, business, and organisational viability. A crisis can negatively impact your brand and reputation on multiple levels if it’s left unaddressed. What is crisis communication?

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Sword and the Script

SEPTEMBER 23, 2014

Most of the pundits say that in the long run stunts like these will ruin a corporate reputation. A few months ago, you couldn’t visit a news format in any medium – in print, broadcast or online – without hearing about a gigantic jet – Malaysia Airlines Boing 777 – that just disappeared over the Pacific. When is Enough – Enough?

Company 116

Company Apparel Airlines Crisis Communications 116

Shift Communications

OCTOBER 4, 2017

United Airlines learned this the hard way; a PR disaster struck when video footage of a passenger being forcibly dragged off a flight created a media firestorm, which consequently damaged their brand reputation and impacted stock value. United isn’t the only company to feel the financial impact of a scandal like this.

Airlines 87

Airlines Financial Film Viral 87

Sword and the Script

APRIL 15, 2017

They hired an actor to play the role of a fictitious airline CEO apologizing for a network glitch canceling 140 flights. While this piece by Brad Phillips – 20 Ways For Lawyers To Say “No Comment” – focuses on matters of litigation or potential litigation, I find it’s applicable in other aspects of crisis communications. The findings?

Corporate 101

Corporate Airlines How To Crisis 101

ImPRessions - Crenshaw Communications

MAY 23, 2017

This past year we turned our “thankful” post into a “roast” of PR “turkeys,” – mishandled communication opportunities, bad pitches, and so forth. It seems there can never be too many posts about bad airline PR, for example. Advertise your post.

Blogging 136

Blogging Airlines Analytics Facebook 136