ImPRessions - Crenshaw Communications

JANUARY 28, 2018

It’s not alone among social media companies, but the brand has suffered from its casual and misleading response to the situation. United Airlines. As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses.

Airlines 180

Airlines Reputation Journalism Crisis 180

Sword and the Script

MAY 5, 2015

For a mere eighty-eight additional dollars, the airline was kind enough to reassign us in a row together. The airlines are counting on it, indeed, I’d contend airlines, including Delta, prey on such emotions to separate a few more dollars from the consumer wallet. Other Airlines Prey on Parent Emotions Too.

Airlines 60

Airlines Travel Customer Service Crisis 60

5W PR

SEPTEMBER 7, 2017

By: Kaia, Social Media Manager. In a time of social media-fueled cynicism, knowing what your brand stands for and communicating that effectively is a powerful tool. With the rise of social media, it’s easier than ever for brands and their customers to interact, and followers form opinions at the speed of text.

Trends 108

Trends Airlines Social Media Crisis 108

Cision

DECEMBER 28, 2015

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Despite its flaws, Twitter can be a very helpful social network for most businesses, but many brands don’t use it to its fullest potential. Direct influencer-outreach.

Twitter 120

Twitter Branding Brand Customer Service 120

Sword and the Script

OCTOBER 11, 2016

In either case, I’ve paused to delve into three social media studies or surveys that crossed my screen in recent months and distilled them to the most important findings. These three studies seem to, in part, answer these three questions: How is our brand doing in social media relative to comparable brands?

Social Media 60

Social Media Study Media Survey 60

Cision

OCTOBER 1, 2015

Cision’s study, “ Planning Travel: What Drives Travel Decisions ,” took an in-depth look at the factors affecting families’ travel decisions by analyzing social media posts on forums, blogs and social networks. For example, families’ social discussion of spring trips was 53 percent higher than average discussion levels.

Travel 120

Travel Hotels How To Airlines 120

ImPRessions - Crenshaw Communications

MAY 15, 2018

Despite the fact that it wasn’t the first Autopilot-related fatality, neither Tesla nor its famously outspoken CEO Musk made any comment on social media about the incident. He spoke from the heart — without regard for the airline’s possible culpability. Southwest’s emotional intelligence.

Crisis 136

Crisis Privacy Airlines Facebook 136

Bad Pitch Blog

JUNE 8, 2011

The White Zone is for Loading, Unloading & Assuming Anonymous sources I know that have dealt with similar situations at other airlines note the following: - First of all, spokespeople don''t set policy. This makes the airlines choice pretty straight forward. It''s easy to dislike the airlines. But not much longer.

Airlines 64

Airlines Customer Service Travel Policies 64

5W PR

JUNE 6, 2017

Part of that will be in friendly and helpful service and part will be in integrity and honesty. If the crisis is something like your airline employees dragging someone out of his seat and off the flight because of a company policy. Word of mouth and social media can be the best referrals and ads you’ll ever receive.

Crisis 76

Crisis Publicity Policies Airlines 76

David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Southwest Airlines. Ritz-Carlton. 2012, May 17).

Strategy 52

Strategy Customer Service Airlines Hotels 52

Communications Conversations

OCTOBER 31, 2022

I’ve done enough social media audits over the last few years to know this. ” And sure, Twitter has always been a customer service channel–especially for industries like airlines, banking and retail. This might just be the opportunity to change that. And often it isn’t close.

Twitter 60

Twitter Branding Brand Airlines 60

Prohibition

DECEMBER 9, 2021

It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. Today’s fast-paced digital world presents a challenge as customers expectations are higher than ever meaning brands are expected to have full transparency and communicate openly. What will happen if a crisis does happen.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Landis PR

JANUARY 5, 2023

The economic outlook is uncertain, traditional media are struggling to remain relevant, social media continues to be inundated with misinformation – is it any surprise that public sentiment is fickle at best? It’s an interesting time to be a communicator. Public trust is perhaps your business’s most valuable commodity.

Communications 52

Communications Airlines Internal International 52

Burrelles Fresh Ideas

MAY 23, 2023

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. In response, hotels and airlines are implementing eco-friendly practices and promoting sustainable tourism initiatives. I took advantage of this while planning a family trip to the Bahamas last year.

Travel 40

Travel Tourism Airlines Hotels 40

Beyond PR

SEPTEMBER 8, 2016

When Lars Silberbauer , LEGO’s Global Senior Director of Social Media & Video, took us inside the brand’s strategy, he explained that they focus on creating high-quality content with solid storylines and the best story-makers (LEGO movie, anyone?). It must involve marketing, sales and customer service teams.

Content Marketing 40

Content Marketing Marketing Customer Service Airlines 40

Cision

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 137

Airlines How To Engineering Radio 137

Beyond PR

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 65

Airlines How To Engineering Data 65

Prohibition

DECEMBER 17, 2021

Strategic communication during a crisis offers organisations the credibility they need to develop their strategies and re-enter the marketplace in order to provide relevant services to their stakeholders. In today’s social media-driven world, a good crisis management strategy is more important than ever.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

NewsWhip

JUNE 10, 2021

It comes down to every customer service interaction. So we have social media as a big source of information. The Miracle on the Hudson, United airlines. ” Whether it’s a new social media platform, and I know this is a space you guys have talked about before with misinformation.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Cision

MAY 25, 2017

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees. They interact on social media channels more than any other group of people.

Employee 129

Employee Branding Brand Policies 129

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

Believe it nor not, that figure is relatively low as a percentage of total sales, but the loss of customer trust and public confidence is a great deal harder to measure. Even the hijacking of a brand’s social media account can be damaging. The Viral Customer Complaint.

Reputation 130

Reputation Viral Employee Customer Service 130