ImPRessions - Crenshaw Communications

DECEMBER 21, 2016

Good CX combines people, process and technology to understand, anticipate and consistently deliver a high-quality experience across all of a product or service brand’s touch points, from website to customer service. Everyone loves a story of customer service that goes above and beyond.

B2B 120

B2B Customer Service Software Technology 120

Waxing UnLyrical

APRIL 30, 2013

The image went viral. Susan didn’t even know the image had gone viral until she saw another Facebook friend shared the meme on April 22. Communication Customer Service Guest Posts Social Media facebook Imgur meme PreventDisease.com Reddit social media sharing' ” So, how did it all happen?

Social Media 111

Social Media Reddit Media Facebook 111

Cision

AUGUST 31, 2015

Between the launch of live video streaming apps Meerkat and Periscope in March and recent blow up around the Ashley Madison hack, 2015 has proven how fluid communication has become and how quickly the media can carry a message. Andy Gilman ended the day with his crisis communication boot camp. Surviving a content tsunami.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

Cision

NOVEMBER 30, 2015

What I want to do in this “Cyber Monday” piece is to look at five common misunderstandings about communicating with and converting digital and social customers. Social care (customer service) continues to be one of the top reasons that people initiate social media interactions with brands. Practical Value.

Social Media 120

Social Media Facebook Twitter Print 120

ImPRessions - Crenshaw Communications

MAY 15, 2018

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines.

Crisis 136

Crisis Privacy Airlines Facebook 136

Cision

AUGUST 1, 2016

Virality is a fascinating pursuit, but doesn’t deliver the consistent attention that we need to accomplish our everyday objectives. Because of this, communication and marketing professionals have largely come to the conclusion that social promotion is paid promotion. Handle the low-hanging fruit (customer service).

Social Media 84

Social Media Media Customer Service Measurement 84

5W PR

SEPTEMBER 19, 2023

Online platforms In the digital age, online platforms have become the primary arena for communication and interaction. By providing valuable insights, answering customer questions, and offering solutions to their pain points, brands can establish themselves as trusted sources of information, building credibility and authority.

Viral 78

Viral Digital PR Storytelling Reputation 78

Cision

OCTOBER 15, 2015

Social media has sped up the way we communicate, including how we write. Customers are no longer whispering their complaints to their neighbors at dinner tables. Social media can help make one disappointed customer’s complaint go viral in hours and your brand needs to be paying attention because everyone else already is.

Social Media 120

Social Media Media Employee Reputation 120

Cision

OCTOBER 16, 2017

The podcast will be published each month and feature topics about issues in earned media communications today along with knowledgeable experts. Each month we’ll hear from c-suite level communicators and marketers as they discuss challenges and opportunities facing companies in an ever-changing business climate.

Media 202

Media Storytelling Technology Data 202

Melissa Agnes

NOVEMBER 10, 2014

These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage. Is your legal department prepared to work in conjunction with your IT and communication departments to help protect the organization’s reputation and legal rights?

Crisis 100

Crisis How To Crisis Management Exercises 100

Prohibition

JANUARY 24, 2022

Having a crisis communication plan in place ahead of time reduces confusion, ensures an effective communication flow, and improves messaging timeliness during or after a crisis. The basics of good crisis communications are the same for every company. The basics of good crisis communications are the same for every company.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Prohibition

JANUARY 17, 2022

In fact, most experts agree that social media needs to be treated as a vital part of any company’s crisis communication plan. A crisis communication plan can help you; during crisis mode and after a crisis, assist you in maintaining your excellent reputation with customers, competitors, and industry leaders.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Prohibition

DECEMBER 17, 2021

Crisis communications is an important aspect to tackle as a business owner. The role of crisis communication is therefore highly important in formulating an appropriate response as fast as possible and preventing further damage or financial loss. This guide is written to assist in every aspect of crisis communication.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

PR in High Definition

JULY 22, 2019

The phrase went viral back in May when a doctored video appeared to show US politician Nancy Pelosi drunk in a TV interview. Imagine waking up to find a doctored video of you has gone viral, you’re being showered with vile abuse and you’re almost powerless in disproving its authenticity. The post Misinformation 2.0:

Media 74

Media Viral Video Newspapers 74

Sword and the Script

JUNE 3, 2020

If one primary role of a communicator is to be the conscious of the organization, then this is a good time to voice that consciousness. 1) The PR tech vendors comms pros recommend The 2020 JOTW Communications Survey identified the PR tech vendors most likely to be recommended. Here’s this month’s PR tech sum.

Product Launch 108

Product Launch Banking Survey Pharmaceuticals 108

Sword and the Script

MARCH 15, 2022

This also works for viral content – like a retweet on Twitter. In doing customer UX research, Truescope found a lot of corporate communications people gravitate toward an “inbox.”. These tiers will be based on levels of customer service and data – this is where the way they handle syndication noted above will save you money.

Tools 165

Tools Media Software Analysis 165

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4).

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Presspage

SEPTEMBER 9, 2024

Unsurprisingly, negative publicity and viral backlash on these platforms can cause significant reputation damage. If your communication is usually confident and inclusive, make sure this also comes through in your crisis statement. Here are some tips to get keep in mind when preparing your holding statements: 1.

Crisis 78

Crisis Writing How To Reputation 78

Presspage

SEPTEMBER 9, 2024

Unsurprisingly, negative publicity and viral backlash on these platforms can cause significant reputation damage. If your communication is usually confident and inclusive, make sure this also comes through in your crisis statement. Here are some tips to get keep in mind when preparing your holding statements: 1.

Crisis 78

Crisis Writing How To Reputation 78

Communications Conversations

SEPTEMBER 3, 2019

One big trend I see accelerating in the social media world in 2019 is the move to more “community” and less “let’s go viral” It’s something I talked about in my trends presentation I put together that I’ve given now to five different groups in the Twin Cities. And, that will happen.

Groups 68

Groups Brand Branding Facebook 68

Prohibition

DECEMBER 9, 2021

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. Will your customer service team receive an increased amount of calls, what about your website and social media channels?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Engage PR

JANUARY 6, 2018

And in today’s rapidly evolving world of multi-channel communications and data analytics, businesses are having to learn fast where to put their marketing money to get the best return on investment. And as a customer service tool it can get critical messages out to the masses quickly when dealing with any crisis comms.

Social Media 60

Social Media Strategy Media Survey 60

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

Flatiron Communications

JULY 14, 2014

Who can forget the Comcast repairman who fell asleep at a customer’s home while waiting on the phone for his supervisor? The homeowner grabbed his video camera and the resulting YouTube clip went viral big time. Veronica Belmont. Earlier this evening, Veronica Belmont sent this tweet to her 1.7

Customer Service 35

Customer Service Viral YouTube Twitter 35

Beyond PR

AUGUST 18, 2016

But consistency goes beyond the products you develop and customer service you provide. When communicating your message across any medium, look for opportunities to reinforce your brand story. While a viral video or meme can boost visibility, brand visuals shouldn’t be one-hit wonders. Stand out in a sea of content.

Brand 40

Brand Branding Product Launch Guidelines 40

Prohibition

JANUARY 14, 2022

In today’s world, a negative story about your brand or organisation could go viral in an instant. Your customers could make their displeasure known on your Facebook page and Twitter feed. Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

The Stalwart Blog

APRIL 26, 2020

In addition to that, I’m helping some retailers who are having to lay off staff and convert a lot of their business online, even more so than they had before and communicating that to the public. To be able to communicate and keep those relationships going until you get back to normal is going to be key. Steve Smith: All right.

Crisis 78

Crisis Local Facebook Social Media 78

Prohibition

NOVEMBER 9, 2021

provide customer service to their clients. Make use of social media channels to communicate the narrative of your brand. Promote user-generated content (UGC), which saves your marketing staff of content generation responsibilities and provides customers with vital social proof.

Advertising 62

Advertising Advertising Social Media Facebook 62

MaccaPR

FEBRUARY 10, 2015

Taylor Swift is a PR mastermind of the highest order,” confirms writer Chris Ostendorf, in his Daily Dot commentary titled, The PR Genius of Taylor Swift’s Viral Media Empire. Swift’s online communication truly feels like a dialogue with fans. it’s her skills in self-promotion and image management that put her a cut above.”.

Social Media 48

Social Media Marketing Media YouTube 48

Buzzstream

SEPTEMBER 4, 2024

Hana: I think, the relevance and the value needs to be there, but there’s nothing wrong if, if you have a campaign that goes viral or if you have a content that you go, you know what, I think that really would be interested for people to see. It could be a customer service team. And then you go. And then you go Oh, yeah.

Internal 62

Internal International Digital PR Course 62

ImPRessions - Crenshaw Communications

JANUARY 19, 2017

Good customer service and good public relations have never been more aligned. A company can spend millions on a brand reputation campaign, use high-powered PR agencies, and reap the benefits of CEO thought leadership, but if unhappy customers hit a brick wall instead of help, those investments may be squandered.

Customer Service 120

Customer Service Publicity Insurance Insurance 120

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

Of course, there’s not much for marketing and communications teams to do to foil threats beyond insisting that their employers or clients harden their security infrastructure. Prompt notification and transparent communications to all affected audiences are critical elements here. The Viral Customer Complaint.

Reputation 130

Reputation Viral Employee Customer Service 130