ImPRessions - Crenshaw Communications

JUNE 26, 2019

Being the steward of a company’s image and reputation comes with the job. If the company’s reputation is in jeopardy, its CEO becomes the chief emergency officer by default. The CEO acts as Chief Engagement Officer with company employees, particularly during a turnaround, and sometimes his role goes further.

Trade Shows 271

Trade Shows Airlines Leadership Corporate 271

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

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. Internal communication is particularly critical – employees must understand the situation and their role in the response.

Crisis Management 78

Crisis Management Crisis Crisis Communications Training 78

The Proactive Report

JANUARY 5, 2015

In his article for Forbes, Jonathan Salem Baskin points out that most crisis do not erupt overnight: C ontrary to the notion that reputations can be ruined in an instant, most crises are months or years in the making. And he says that you probably already know why your brand might be the subject of the reputation crisis in the future.

Reputation 100

Reputation System Employee Airlines 100

Presspage

NOVEMBER 8, 2024

All this is done to protect the brand’s reputation and keep operations from coming to a halt. It also involves all of the behind the scenes activities that PR and corporate communication teams do to protect their company’s reputation. Without the facts, you can’t rectify the situation or begin to undo the damage to your reputation.

Crisis Communications 78

Crisis Communications Crisis Communications Reputation 78

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

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 successful narrative doesn’t have to be about a Bezos or a Branson, but it does usually need to involve people – customer testimonials, community impact, employee motivation.

Brand 185

Brand Branding Marketing Wireless 185

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. 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.

Customer Service 136

Customer Service Insurance Insurance Banking 136

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

Shift Communications

JANUARY 22, 2018

We’ve broken trust with our stakeholder audiences – investors, customers, employees – by saying or doing the wrong thing. Many service crises, such as employees abusing customers’ trust (or outright abusing customers), stem from failures of results. The Covey Trust Matrix. A Brief Catalog of Failures.

Crisis Communications 98

Crisis Communications Crisis Reputation Communications 98

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. We needed to be sure that we had good information getting out to our employees, so that they, in turn, could educate customers,” she said. “We

Airlines 60

Airlines Crisis Communications Employee 60

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

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

PRSay

DECEMBER 2, 2020

On rebuilding Boeing’s reputation: I don’t want to talk too much about it until the MAX is safely flying again. The airlines themselves have to return their fleets to service. And frankly, that will speak more than any reputational campaign we can undertake. And that doesn’t mean just one flight. We were playing catchup.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

David PR Group

MAY 20, 2019

The planes have been grounded until further notice, and American Airlines, for example, has cancelled all 737 Max flights through August 19. (If When airlines have brand and image problems, they have a couple go-to solutions which won’t work for Boeing. See Two Seats Away From Not Hating Delta Airlines. The second is pricing.

Airlines 90

Airlines Travel System Reputation 90

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

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. They’re going to have anxiety as well, and not just from what you may be saying, but because they’re also going to see postings from employees.

Communications 78

Communications Airlines Employee Crisis 78

Barokas

AUGUST 22, 2019

Company culture rests on the values every employee brings with them to the office each day. 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. Your employees are your biggest advocates.

Customer Service 84

Customer Service Company Strategy Communications 84

Presspage

AUGUST 20, 2024

Airlines were particularly hard-hit, with over 5,000 flights delayed or cancelled, leaving passengers stranded and desperate for information. Not only does it not stop the flow of incoming questions, it can damage team morale and, if the employee in question doesnt have the right answers, further aggravate your customers.

Crisis 78

Crisis Tools Airlines Crisis Communications 78

David PR Group

APRIL 8, 2019

First, Southwest Air lines , typically a reputational darling, got dinged for its handling of passenger complaints following the grounding of the Boeing 737 Max 8 aircraft. In each case, the company wasn’t the source of the original problem, but how they responded caused damage to their reputations. . Be quick . Do what you say .

Crisis 58

Crisis Airlines Reputation Travel 58

Sword and the Script

APRIL 15, 2017

See these related posts: Crisis Comms: No one More Reliable than an Employee. They hired an actor to play the role of a fictitious airline CEO apologizing for a network glitch canceling 140 flights. As for the airlines, flying, once a glamorous mode of travel, has devolved into a miserable experience from start to finish.

Corporate 99

Corporate Airlines How To Crisis 99

MaccaPR

FEBRUARY 19, 2018

Amidst the hurricane of PR catastrophes this past year – from H & M’s racist “Biggest Monkey in the Jungle” debacle, Papa John’s CEO attacking the NFL and Uber’s parade of scandals to United Airlines’ nose-breaking, tooth-shattering attack on a passenger, the Oscar “Best Picture is.Oops!”

Instagram 98

Instagram Crisis Local Privacy 98

ImPRessions - Crenshaw Communications

MAY 15, 2018

He spoke from the heart — without regard for the airline’s possible culpability. There was no mention of the customers’ race, or of why a Starbucks employee had called the police. It plans to close 8000 stores on May 29 for a half-day of employee education around racial bias.

Crisis 136

Crisis Privacy Airlines Facebook 136

NewsWhip

NOVEMBER 2, 2021

Major food producers have been at the front of employee-led strikes from the last few months, with Nabisco, Frito-Lay, and Kellogg’s being mentioned as examples during the webinar. Typically intentions of striking are announced a few weeks in advance, but then engagement with the employee strike tends to peak during the event itself.

Crisis 78

Crisis Brand Branding Airlines 78

Presspage

NOVEMBER 8, 2024

All this is done to protect the brands reputation and keep operations from coming to a halt. It also involves all of the behind the scenes activities that PR and corporate communication teams do to protect their companys reputation. Without the facts, you cant rectify the situation or begin to undo the damage to your reputation.

Crisis Communications 78

Crisis Communications Crisis Communications Reputation 78

David PR Group

AUGUST 17, 2017

Conservative commentator Ann Coulter caught considerable heat recently for her online tantrum about Delta Airlines. She felt wronged by Delta, yet before the airline could even make an apology to her, she started tweeting and tweeting and tweeting her disgust. Here’s the thing, we all make mistakes. They scolded her. –John.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Reputation Us

MAY 12, 2020

As the president of ReputationUs and with 28 years of experience behind me, I have been striving to refine the art of managing corporate reputations during a crisis into a well-honed specialty. You will see how good your communications, strategy, infrastructure and reputation are, and what needs to change. Expose them.

Crisis 78

Crisis Financial Banking Crisis Management 78

Prohibition

DECEMBER 17, 2021

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. Crisis communication is intended to bring together a wide range of audiences, including but not limited to: Employees.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Presspage

MAY 11, 2017

Following USA’s victory over Ghana during the 2014 FIFA World Cup, Delta Airlines tweeted a photo of the Statue of Liberty (representing the US) next to an image of a giraffe (representing Ghana). Take some time to investigate internally how your colleagues or employees would react in specific situations.

Social Media 79

Social Media Crisis Media Airlines 79

PR in High Definition

OCTOBER 23, 2019

Gallup also cites a few good examples of purpose statements, including this one from Southwest Airlines in the US: “To connect people to what’s important in their lives through friendly, reliable, and low-cost air travel” – and this has clear implications for the entire brand experience. Employees will leave. Potentially no-one.

Airlines 48

Airlines Local Wikipedia Travel 48

Sword and the Script

AUGUST 22, 2017

If you’re recommending a pure PR play or an integrated communications campaign with a big budget attached to it, you have to be able to articulate what the reputational and financial impact will be for the company. The discussion is about how all types of business moves will positively or negatively impact a company.

Internal 85

Internal International Interviews Airlines 85

Doctor Spin

APRIL 17, 2023

Southwest Airlines. Southwest Airlines is known for its friendly and fun-loving flight attendants. Southwest Airlines employees celebrate passenger’s 104th birthday. Host a community cleanup event or volunteer day with employees and customers. 4 Ormont Blumberg, P. 2021, August 11). link] 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

Prohibition

MAY 15, 2020

The next communication that employees received was from their boss encouraging them to take jobs at Tesco if they wished to do so. Of course, this resulted in a huge pay-out from the company and serious damage to their reputation – which we all know is incredibly hard to rebuild. Absolute state of it.

Crisis 71

Crisis Government Social Media Reputation 71

MaccaPR

SEPTEMBER 7, 2017

Other examples of brands or companies that use a conversational style of voice on their social media channels, include GrubHub , American Airlines , Jack Links , This is Us , and Kwik Trip. Be most appropriate for consumer brands.

Social Media 66

Social Media Brand Branding Media 66

MaccaPR

SEPTEMBER 13, 2016

Sponsors from Speedo to Ralph Lauren fell away from Lochte, as social media posters and journalists feasted on the crushed reputation of the 32-year-old Olympian. The cover-up cost him four sponsors, his reputation and – maybe – his career.”. So what could Lochte have done differently?

Crisis 48

Crisis Airlines Reputation Corporate 48

Prohibition

MAY 15, 2020

The next communication that employees received was from their boss encouraging them to take jobs at Tesco if they wished to do so. Of course, this resulted in a huge pay-out from the company and serious damage to their reputation – which we all know is incredibly hard to rebuild. Absolute state of it.

Crisis 62

Crisis Government Social Media Reputation 62

The Hoffman Agency

AUGUST 29, 2019

Fellow Hoffman employees Nicolas Vavuris, Sarah Collins, Caitlin Kruell and Mikaela Farasyn. Northeast Airlines has a strong reputation; however, a plane recently experienced a mid-air engine explosion, killing one passenger. In some cases, the employees were fired. Scenario #4.

Crisis 31

Crisis Airlines Privacy Crisis Communications 31