Onclusive

JUNE 29, 2018

This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How crisis communications has changed. A crisis can accelerate more rapidly and responses from your brand need to occur quickly. Understand your audience. Be flexible.

Crisis 186

Crisis How To Branding Brand 186

Onclusive

AUGUST 22, 2017

Depending on the stage of the business, communications professionals are often tasked with creating messaging cards and positioning statements for the companies they represent. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read. Crisis Communications.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

Agility PR Solutions

JANUARY 25, 2022

Although a majority of businesses agree there is a direct link between customer service and business performance, new research from CX and service firm Zendesk shows that many consumers (54 percent) feel customer service is an afterthought for businesses—indicating a gap between consumer expectation and company actions.

Consumer 148

Consumer Crisis Customer Service Trends 148

5W PR

NOVEMBER 12, 2024

Beyond traditional marketing, PR acts as a strategic link between companies and their target audience, shaping perceptions, building trust, and ultimately fostering business growth. From product launches to industry influence, PR plays a crucial role in crafting the narrative for B2B tech companies. 

Product Launch 78

Product Launch B2B Industry Case Study 78

Ronn Torossian

NOVEMBER 16, 2022

Social media platforms have greatly changed the way that companies and their audiences interact with each other lately. On one hand, these platforms have allowed companies to clearly demonstrate their excellent customer service through direct dialogue. The post Responding to Public Criticism appeared first on.

Publicity 195

Publicity Customer Service Crisis Social Media 195

Onclusive

JUNE 1, 2023

Forward-thinking brands are already embracing the strategic advantages that social listening tools can offer when it comes to managing brand reputation, crisis detection, and optimising comms strategy. Social media monitoring captures data on the performance of social media activity from both your company and your competitors.

Strategy 370

Strategy Communications Reputation Measurement 370

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. The tone of the language, the medium of the message, and its timing contribute to public perception of a company’s management of the situation. Five crisis PR first responses.

Crisis 136

Crisis Privacy Airlines Facebook 136

Cision

JUNE 3, 2015

Is prevention of a crisis possible? It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. Integrate your crisis plan. Don’t crumble under crisis. Often times, we find ourselves more often the bullseye than the arrow.

Crisis 120

Crisis Construction Viral Reputation 120

Cision

DECEMBER 14, 2015

In a crisis you may find yourself in a situation where rather than pushing information out to influencers, media and customers, instead they are attempting to pull information from you. The purpose of this post is to talk about optimizing your social networks so that stakeholders can effectively pull messages from them in a crisis.

Crisis Communications 120

Crisis Communications Crisis Communications Facebook 120

Onclusive

AUGUST 9, 2021

As companies grow, corporate communications become more important. Taking dry content like company policies and turning it into information that employees actually want to read requires a savvy communicator. Crisis Communications. Onclusive offers a proprietary media monitoring solution. Corporate Communications.

Training 370

Training Media Training Crisis Communications Corporate 370

5W PR

JUNE 15, 2020

However, when mistakes are made, all of those benefits can act against the brand, amplifying a momentary lapse and creating a monumental PR crisis. Let’s take a look at how brands should use the tools available on social media to mitigate a PR crisis and move forward to re-establish the brand’s reputation.

Crisis 113

Crisis Digital PR Retail Reputation 113

5W PR

FEBRUARY 27, 2025

Companies like Mattel and Hasbro maintain dedicated safety communication teams that coordinate with regulatory bodies, manage consumer inquiries, and oversee recall procedures. These teams develop response templates, maintain media relationships, and create crisis communication plans that activate the moment safety concerns surface.

Communications 78

Communications Education Consumer Crisis 78

Prohibition

JANUARY 17, 2022

Social media is an increasingly important element in a successful crisis management approach. With the recent increase in the use of social media in crisis situations, organisations across all sectors need to understand the benefits of incorporating it into their crisis plan. What is Crisis Management?

Crisis Management 118

Crisis Management Social Media Crisis Media 118

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. But they usually fall short as a company grows and sees a need for a more coordinated PR effort. Unfounded rumors are surfacing about the company.

Company 136

Company Interviews Reputation Privacy 136

Prowly

APRIL 10, 2025

Poor Response : Initially, Balenciaga denied responsibility and filed a lawsuit against the production company. And in the end, the company implemented better quality control measures and recovered from the crisis. Sometimes, it takes just one mediocre, unsatisfied customer experience. How did they respond?

Social Media 104

Social Media Reputation How To Media 104

Prowly

DECEMBER 4, 2024

By how many times you had to act on a PR crisis after it had already gained traction. Your brand is an athleticwear company called lululemon and you’ve launched sustainable clothing packaging. By showing actual metrics, you prove your work’s value for the company. Your goal is to set up alerts for crisis prevention.

Data 104

Data Media Product Launch Analysis 104

Presspage

DECEMBER 20, 2024

Just because an issue is threatening your company, doesnt mean it cant be prevented or neutralized before its too late. Its the proactive process of creating a communication strategy that anticipates and addresses potential challenges your company might face. Issue management vs crisis management: whats the difference?

Reputation 78

Reputation Crisis Trends Customer Service 78

Shift Communications

SEPTEMBER 26, 2014

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it. Make your customers happy.

Reputation 137

Reputation Branding Brand Customer Service 137

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. Is the fact that every company is a media company a threat or an opportunity? c) Donald Steel.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Sword and the Script

JULY 30, 2024

News coverage fuels social media; but increasingly, social media fuels the news; shaping opinion on social media boils down to authenticity, experience and customer service More consumers trust social media for information than other conventional sources, including traditional news, business and government.

Survey 176

Survey Social Media Consumer Media 176

Melissa Agnes

NOVEMBER 10, 2014

Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out! Do you have a cyber-investigation company on speed dial? Operations.

Crisis 100

Crisis How To Crisis Management Exercises 100

Prowly

APRIL 23, 2025

Unlike brand identity , which reflects how a company defines itself, brand perception is entirely owned by the audience. This incident highlighted how poor customer treatment and inadequate crisis management can erode trust, damage reputation, and influence consumer sentiment for years. It can be influenced by media and reviews.

Publicity 104

Publicity Branding Brand Airlines 104

Prowly

APRIL 11, 2025

Moreover, it involves strategies such as review response, the handling of PR crises, and improving customer service. One of the benefits of reputation marketing is a reliable community and strong bonds with customers. Your company's reputation needs this sort of boost. Reputation management is primarily reactive.

Reputation 104

Reputation Publicity How To Marketing 104

Prowly

JANUARY 29, 2025

Brand health metrics are crucial for understanding company perception and in building strong relationships with consumers. A brand health report may reveal what people think about your company, i.e. brand reputation or overall image. Detecting strengths and weaknesses. You can also use the analytics features provided by each platform.

Measurement 104

Measurement Branding Brand Analytics 104

5W PR

JUNE 6, 2017

Before talking about building trust after a crisis, let’s at least mention the need to build trust with your clients and customers on an ongoing basis. Part of that will be in friendly and helpful service and part will be in integrity and honesty. Nature of the Crisis. Or if not, more likely to forgive faster.

Crisis 76

Crisis Publicity Policies Airlines 76

Melissa Agnes

JANUARY 18, 2017

One important aspect of your organization’s successful crisis management, is being able to reach out to, and communicate with, all impacted and relevant stakeholders, in a timely and efficient fashion. Next steps for your crisis preparedness program. Who’s responsible for these communications?

Crisis Communications 100

Crisis Communications Crisis Communications Crisis Management 100

Cision

JULY 27, 2017

It’s easier than we like to admit to become out of touch with what’s really happening in the marketplace, as well as what the image of our company is. Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. The past is gone; let it go.

Branding 231

Branding Brand Employee Data 231

Stuart Bruce

JULY 15, 2014

Yesterday, the Financial Times published the fifth FTSE350 Boardroom Bellwether survey which revealed that almost half the boards of the UK’s largest public companies have not discussed their social media strategies in the past 12 months.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Axia PR

AUGUST 4, 2017

Use PR to avoid, endure and outlast whatever trouble strikes your company. A public relations crisis can happen to any company of any size at any time. Others develop slowly, like disgruntled employees whose behavior eventually begins to affect customer service.

Crisis 54

Crisis Company Customer Service Employee 54

Presspage

SEPTEMBER 9, 2024

In this article, well teach you how to kickstart your crisis prep using our 7 practical writing tips and holding statement template. However, first, lets cover the basics what a holding statement is and why preparing one is beneficial during a crisis. Crisis affected companies usually take an average of 21 hours to respond.

Crisis 78

Crisis Writing How To Reputation 78

Presspage

SEPTEMBER 9, 2024

In this article, we’ll teach you how to kickstart your crisis prep using our 7 practical writing tips and holding statement template. However, first, let’s cover the basics – what a holding statement is and why preparing one is beneficial during a crisis. Crisis affected companies usually take an average of 21 hours to respond.

Crisis 78

Crisis Writing How To Reputation 78

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

Thought leadership is relevant not just to B2B organizations, but to consumer product companies. The explosion of digital and social media has made every aspect of corporate reputation―from customer service to CEO behavior―relevant to brand image, and therefore to PR.

Trends 124

Trends SEO Leadership Print 124

Shift Communications

MAY 22, 2017

In short, as mobile and digital make nearly every transaction seamless, legacy companies must adapt quickly or be completely disrupted. Imagine what a timesaver this will be for companies as they tackle GDPR compliance in the next year, one of the most important changing regulations in marketing and advertising. Airbnb has no rooms.

Publicity 166

Publicity Analytics Data Advertising 166

Cision

AUGUST 31, 2015

Discussions touched on the way technology has shaped how we share content, work together, report the news and respond in the midst of a crisis. Big companies need to learn to be small — Mark Schaefer (@markwschaefer) August 27, 2015. Preparing for crisis. Andy Gilman ended the day with his crisis communication boot camp.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

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. Yet as often happens, the crisis gave Uber the chance to turn the corner on its troubles by replacing founder and CEO Travis Kalanick. But as the outcry grew, United changed its tack.

Airlines 180

Airlines Reputation Journalism Crisis 180

Flack's Revenge

NOVEMBER 23, 2016

Please note that I am not writing just about customer service, product quality, security breaches or other kinds of fails; this blog is careful not to confuse these things with PR and crisis management thereof. The company botched one of the first rules of crisis response: avoid the drip, drip, drip of piecemeal information.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

Onclusive

AUGUST 30, 2023

As the guardians of a company’s image and narrative, PR, comms, and marketing professionals have the unique power to shape perceptions , amplify awareness, and cultivate customer loyalty. Conversely, positive interactions with customers can further enhance your brand’s image.

Branding 195

Branding Brand How To Reputation 195