Cision

NOVEMBER 11, 2016

Marijane Funess, a director at Crenshaw Communications for the past six years, pioneers a communications company uniquely positioned at the intersection of design and technology. Is your company prepared to deal with the growing technological marketplace needing some communications help? How did you get your start in PR?

Communications 253

Communications Data Local Survey 253

Agility PR Solutions

NOVEMBER 17, 2020

As purchase preferences continue to morph during the resurging COVID era, brands and businesses need to get on board with the fact that their customer service communications are emerging as the key factor for customer satisfaction and brand loyalty.

Consumer 157

Consumer Branding Brand Customer Service 157

ImPRessions - Crenshaw Communications

MARCH 16, 2021

For B2B communications, LinkedIn is typically the top social destination, and Twitter may also be useful, but few brands prioritize Facebook. . Personalized communication is another emerging social media trend. If a portion of your customer bases uses Messenger and you have the budget, a Messenger test could be well worth it.

B2B 344

B2B Facebook LinkedIn Small Business 344

Agility PR Solutions

FEBRUARY 8, 2022

New research from unified CX platform Emplifi takes a deep dive into what consumers are looking for in their brand experiences in 2022, looking at everything from expected customer service response times and preferred communication channels to just how integral CX is to brand loyalty.

Consumer 148

Consumer Crisis Report Branding 148

Onclusive

AUGUST 22, 2017

Our job descriptions tells us what we’ll be responsible for in a given public relations or communications role, but we rarely reference the J.D. For the sake of creating a comprehensive list of all the tasks today’s PR and communications teams are responsible for, we’ve compiled a list of 20 responsibilities or areas of focus.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

5W PR

MARCH 13, 2025

Their experiences show that success in crisis management often comes down to three key elements: swift action, transparent communication, and a deep understanding of industry-specific stakeholder expectations. While sales took two years to recover, the company’s commitment to transparency helped rebuild customer trust.

Crisis 78

Crisis Examples Industry Crisis Management 78

Stephen Waddington

APRIL 21, 2021

The PRCA has published guidelines to help communicators improve the accessibility of their communication. The PRCA has published new guidance in partnership with Current Global to help PR and communications professionals deliver accessible content. The partnership is known as Communication Access UK.

Guidelines 136

Guidelines Communications Tools Case Study 136

The Proactive Report

FEBRUARY 24, 2017

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. Twitter serves a unique role as a communication channel that can’t be found anywhere else. Maybe someone has discovered that Twitter is the #1 channel for @realDonaldTrump and @potus to communicate directly to and with the world.

Twitter 235

Twitter Customer Service Web Facebook 235

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

The Global Communications Report, a comprehensive worldwide survey of more than 1,000 senior PR executives worldwide, reveals that the global PR industry is predicted to grow from its current estimated size of $14 billion to $19.3 According to a 2015 Chief Communications Officer survey by Korn Ferry , CCOs in the U.S.

Trends 124

Trends SEO Leadership Print 124

5W PR

DECEMBER 13, 2021

These days, business communication tends to focus on the customers, and with the sheer number of similar products and services available to them in the market, it’s easy for those customers to switch from one company to another. Omnichannel Communication. Customer Feedback Collection.

Communications 88

Communications Consumer Customer Service Case Study 88

Barokas

FEBRUARY 12, 2019

According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020. While it’s become the norm for consumers to reach out to brands for help via Twitter, Facebook, Instagram, etc., After all, good customer service is table stakes (or at least it should be).

Customer Service 60

Customer Service Social Media Media Infographics 60

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising. What does this tell us?

Reputation 137

Reputation Branding Brand Customer Service 137

Sword and the Script

APRIL 23, 2019

But a new survey out of the Center for Public Relations at USC Annenberg shows that isn’t happening among some PR pros and corporate communicators. The annual survey polled 210 CEOs, 1,583 PR professionals and 378 students with an eclectic mix of questions to develop the 2019 Global Communications Report.

Technology 150

Technology Study Communications Survey 150

5W PR

MARCH 16, 2025

Google’s plan to phase out third-party cookies in Chrome, combined with increasing privacy regulations and growing consumer demand for data protection, signals the end of an era in digital advertising. According to Accenture, 83% of consumers are willing to share their data to create more personalized experiences.

Privacy 78

Privacy Marketing Advertising Advertising 78

5W PR

FEBRUARY 17, 2025

Customers, stakeholders, and employees may all feel betrayed, making it difficult to regain their confidence. However, with a structured approach focused on transparency, communication, and meaningful change, businesses can recover and even emerge stronger.

Crisis 78

Crisis Branding Brand Case Study 78

Agility PR Solutions

JANUARY 12, 2023

New research from customer service firm Intercom affirms that the way companies talk to their customers can significantly impact retention and business growth, revealing that three in four consumers say “communication that makes them feel valued” is a top or the most important factor when doing business with a brand.

Consumer 86

Consumer Customer Service Survey Company 86

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? Customer service and public relations are growing closer, and engaging complainers on social media — the right way — is an opportunity to turn critics into fans.

Social Media 159

Social Media Media Airlines Customer Service 159

Prowly

JANUARY 29, 2025

You're struggling to gain insights into customer feedback while competitors thrive. Navigating without a clear grasp of consumer perceptions can lead to missed opportunities. Brand health refers to how well a brand is perceived by consumers. It's covered by key metrics like brand awareness, customer loyalty, and brand sentiment.

Measurement 104

Measurement Branding Brand Analytics 104

Waxing UnLyrical

MARCH 19, 2013

Communicators often find themselves torn between the desire to embrace innovation, and the need to give their clients responsible advice. Criticisms against the dizzying array of marketing tools vying for communicators’ attention and loyalty reminds me of journalists’ gripes about “what not to do in PR.”. Responsibly-designed research.

Community 102

Community Communications Case Study Customer Service 102

Remote PR Jobs

JULY 11, 2024

For example, a brand aimed at millennial, tech-savvy consumers might adopt a lighthearted and humorous tone, whereas a company targeting seasoned professionals might use a more formal or straightforward voice. This will ensure that all external communication aligns with the chosen brand voice.

Branding 213

Branding Brand Storytelling Airlines 213

5W PR

OCTOBER 6, 2023

In the dynamic landscape of modern business, success hinges on the ability to connect with customers and deliver products that meet their needs. Customer feedback has emerged as a valuable resource for guiding product development and shaping public relations strategies. This ensures a coherent brand message.

Consumer 88

Consumer Strategy Case Study Survey 88

5W PR

MARCH 7, 2025

Artificial intelligence has become a defining force in wellness and fitness marketing, fundamentally changing how brands connect with health-conscious consumers. Marketing teams now use AI to process vast amounts of customer data, creating highly targeted campaigns that speak directly to individual fitness goals and wellness aspirations.

Marketing 78

Marketing System Data Analytics 78

ImPRessions - Crenshaw Communications

JULY 6, 2016

But today so-called “thought leadership” is also relevant to consumer product companies. The explosion of digital and social media has made every factor of corporate reputation―from customer service to CEO behavior―relevant to brand image, and therefore to PR.

SEO 204

SEO Analytics B2B Measurement 204

5W PR

OCTOBER 10, 2024

In the competitive realm of hospitality PR plays a crucial role in shaping consumer perceptions. Crafting compelling narratives about a brand’s history, values, and unique selling points connects with consumers on an emotional level. Transparency, honesty, and timely communication are key elements of effective crisis management. 

Consumer 78

Consumer Branding Brand Crisis Management 78

Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

5W PR

NOVEMBER 7, 2022

Giving customers special mentions on social media platforms also helps to show them how much a business appreciates them. Customer service can be a very important factor when it comes to choosing a brand. Each interaction with the customers matters as customers evaluate each interaction that they have with a business.

Consumer 88

Consumer Customer Service Social Media Brand 88

5W PR

MARCH 8, 2024

Economic uncertainties from the past still affect consumers’ spending habits and their loyalty to brands. Before and during turbulent times, building strong customer relationships is essential and should be based on trust, value, and resilience, not just transactions. Consumers seek brands that offer solutions, not just products.

Consumer 78

Consumer How To Customer Service Policies 78

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video enhances SEO, has the best ROI, keeps consumers engaged longer, and is more shareable than many other content forms. As noted in our post on long-form content , a CEO can help influence a corporate image as well as build a personal brand through regular video communications. 7 best PR uses for video. A public-facing CEO.

Video 149

Video Case Study Agriculture B2B 149

Cision

JULY 27, 2017

Usually, brand perception falls under the realm of your marketing team, but it’s important for you and other leaders to be tapped into how consumers view your business. Understanding that the past in no way contributes to how consumers currently see your brand will help you remain nimble in your decision-making process.

Branding 231

Branding Brand Employee Data 231

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. We can understand how Facebook and Twitter conversations can represent different parts of the community.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Stephen Waddington

MAY 16, 2017

The internet has disintermediated every business that it has touched since the launch of consumer and mobile broadband in the noughties. It marks the shift from asymmetrical to symmetrical communication, in a way that James Grunig and Todd Hunt would recognise. Consumers find their own media via Google and social media newsfeeds.

Publicity 119

Publicity Customer Service Community Internal 119

Shift Communications

MAY 22, 2017

We see this happening in the communications and PR industry. Every new channel reduces the friction needed for consumers to get what they want. A company with excellent predictive analytics will have a significant advantage in cost reduction and customer service over a company which guesses at when demand will be highest.

Publicity 166

Publicity Analytics Data Advertising 166

ImPRessions - Crenshaw Communications

DECEMBER 21, 2016

As almost 200,000 folks get ready for their annual excursion to Las Vegas for CES (Consumer Electronics Show) , those of us who toil in B2B tech public relations will be looking for 2017 trends to better take advantage of industry moves and stake out positions for clients. PR must function in real time. PR will embrace paid media.

B2B 120

B2B Customer Service Software Technology 120

Onclusive

JUNE 29, 2018

Moderated by Heidi Sullivan, President of HKSully Consulting, the webinar outlined best practices in the New PR world of rapid-response and all-way communication. From Facebook to Starbucks, no brand is safe from a communications crisis. How crisis communications has changed. Sharam Fouladgar-Mercer is the Co-Founder of AirPR.

Crisis 186

Crisis How To Branding Brand 186

Shift Communications

APRIL 8, 2015

Today’s consumer has more power than ever before. Tools like social media have enabled everyone to have a louder voice in regards to customer service and brand experiences. Another aspect of audience engagement is customer service. An effective way to do this is through having a strong social media presence.

Healthcare 60

Healthcare Consumer Customer Service Social Media 60

Critical Mention

NOVEMBER 5, 2019

So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions. Share Tweet Share. Until next time!

Social Media 105

Social Media Media Customer Service Radio 105

Stephen Waddington

MAY 9, 2020

COVID-19 has led to a massive upheaval in how organisations communicate. Organisations typically have one of two responses to a crisis: they either go silent or they over communicate. The best responses are rooted in listening, engaging and providing support to customers. Consumers have access to the same media and channels.

Branding 157

Branding Brand Travel Government 157