ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

DTC luggage company Away replaced cofounder Steph Korey as CEO just days after a Verge article caused a PR trainwreck by exposing a punitive work culture there. Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true. Most are even pretty good.

Customer Service 227

Customer Service Employee Reputation Leadership 227

Barokas

AUGUST 22, 2019

How do you define company culture? It goes beyond perks like free snacks or quarterly company outings. Company culture rests on the values every employee brings with them to the office each day. It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies.

Customer Service 84

Customer Service Company Strategy Communications 84

Agility PR Solutions

FEBRUARY 24, 2021

Whether you’re a company looking to improve your customer service, or you’re trying to run a PR campaign on a budget, there are many ways that the wellbeing of your customers can also achieve great results for your company’s reputation.

Customer Service 86

Customer Service Training Reputation Company 86

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. Practicing diligent social listening is a key part of managing a brand’s reputation. Reputation Management.

Training 370

Training Media Training Crisis Communications Reputation 370

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. Internal Communications.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

5W PR

APRIL 5, 2025

Crisis PR involves managing communications during challenging situations that threaten an organization’s reputation, operations, or relationships with stakeholders. Understanding Crisis PR Crisis public relations focuses on protecting and defending an organization’s reputation during situations that pose significant threats.

Crisis 78

Crisis Communications Crisis Communications Crisis Management 78

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

DECEMBER 10, 2019

DTC luggage company Away replaced Steph Korey as CEO just days after a PR trainwreck of an article by The Verge exposed its punitive work culture. Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true. It didn’t have to be that way.

Customer Service 156

Customer Service Employee Reputation Leadership 156

5W PR

FEBRUARY 17, 2025

Whether the issue stems from a product failure, a public relations misstep, or an ethical controversy, the damage to a brands reputation can be significant. Customers, stakeholders, and employees may all feel betrayed, making it difficult to regain their confidence.

Crisis 78

Crisis Branding Brand Case Study 78

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

Agility PR Solutions

MARCH 14, 2019

While good customer service outranks convenience and reputation when people are considering which companies to do business with, companies of all sizes, and across all industries and geographies, lack the capabilities needed to keep up with ever increasing expectations, new research from customer service solutions firm Zendesk finds.

Meeting 106

Meeting Company Customer Service Trends 106

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

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. However, dont forget about the step that should come first.

Reputation 78

Reputation Crisis Trends Customer Service 78

5W PR

FEBRUARY 14, 2025

The ability to respond quickly and effectively to unexpected situations often determines whether a business maintains its reputation or suffers lasting damage. Research shows companies that respond within the first hour of a crisis maintain customer trust at rates 2.5 times higher than those who wait longer.

Small Business 78

Small Business Crisis Communications Crisis Communications 78

Prowly

JANUARY 29, 2025

Need help with your brand reputation measurements? 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. Strengthen customer loyalty.

Measurement 104

Measurement Branding Brand Analytics 104

5W PR

FEBRUARY 27, 2025

Managing these situations requires a careful balance of prompt action, clear messaging, and ongoing consumer education to protect both public safety and brand reputation. The company issued clear product identification guidelines, provided multiple return options, and maintained an updated recall website.

Communications 78

Communications Education Consumer Guidelines 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. The lines keep blurring.

Trends 124

Trends SEO Leadership Print 124

Onclusive

MARCH 17, 2021

Many in the industry agree and acknowledge that PR/Communications as an organization is way behind in adopting data-driven ways compared to their colleagues in marketing, finance, customer service or human resources as an example. Why this roadblock shows up? If you follow the right path, the results will prove itself.

Data 195

Data Communications Reputation Data-Driven PR 195

Melissa Agnes

NOVEMBER 10, 2014

An absurd amount of businesses, of all different industries and sizes, are losing reputation and major revenue from well planned and highly impactful defamation attacks. These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage.

Crisis 203

Crisis How To Exercises Crisis Communications 203

ImPRessions - Crenshaw Communications

SEPTEMBER 25, 2018

In certain cases, high-profile companies take it for granted that employees are corporate cheerleaders, or they may leave the responsibility for employee engagement to HR. Here are some additional reasons for a company of any size to raise its employee comms game. Internal comms drives good customer service.

Internal 136

Internal International Communications Employee 136

Reputation Us

APRIL 12, 2023

It’s clear that businesses are interested in using conversational AI, but what are the ramifications to your reputation of doing so? Or can meeting the needs of your customers automatically, individually and accurately bolster your company’s good reputation? The same goes for your customer service and sale departments.

Reputation 88

Reputation Financial Training Enterprise 88

Prohibition

AUGUST 4, 2021

Your reputation is the most critical aspect of your business. That means online business reputation management isn’t an optional extra anymore—it’s essential. To thrive in today’s digital marketplace, a company needs an online presence that reflects its values and product offerings.

Reputation 62

Reputation Company Engineering Banking 62

ImPRessions - Crenshaw Communications

JULY 6, 2016

The smartest PR professionals help product or service companies identify their most powerful differentiators, shape a narrative, and tell their story where it counts. As PR measurement guru Katie Paine puts it, “The people brands are trying to reach simply will ignore everything most companies spew.”.

SEO 204

SEO Analytics B2B Measurement 204

Melissa Agnes

SEPTEMBER 16, 2014

A company with two plane crashes in the last year asks people to post their bucket list destinations on social media. A social media manager loses their temper in a customer service post on Facebook. But neglected, they can turn into a full blown reputation crash and even a pretty big hit to the bottom line.

Social Media 239

Social Media Crisis Training Media 239

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

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

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

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Here’s a look at those who came out on top, and others who took a reputation beating last year. After “Today” show star Matt Lauer was abruptly fired following allegations of sexual misconduct, it seemed that NBC would take a terrible blow to its reputation. The Winners. Tired of hearing about Uber?

Airlines 180

Airlines Reputation Journalism Crisis 180

Reputation Us

APRIL 12, 2023

It’s clear that businesses are interested in using conversational AI, but what are the ramifications to your reputation of doing so? Or can meeting the needs of your customers automatically, individually and accurately bolster your company’s good reputation? The same goes for your customer service and sale departments.

Reputation 78

Reputation Financial Training Enterprise 78

Onclusive

NOVEMBER 8, 2023

Corporate Communications As companies grow, corporate communications become more important. Companies often hire specialized agencies on a project basis to assist with specific repositioning or market research. Practicing diligent social listening is a key part of managing a brand’s reputation.

Training 195

Training Media Training Crisis Communications Reputation 195

Sword and the Script

NOVEMBER 3, 2020

Many of the media monitoring tools are the market offer podcast monitoring through a third-party partnership with the company. The new feature will allow customers to monitor brand mentions on thousands of the most popular podcasts,” according to a press release. The company has been working to expand beyond media monitoring too.

Instagram 160

Instagram Technology Resources Employee 160

Flack's Revenge

NOVEMBER 23, 2016

Here, I thought I’d take the opposite approach – cite atypical PR missteps by brands that generally enjoy good reputations. The company botched one of the first rules of crisis response: avoid the drip, drip, drip of piecemeal information. The Times piece said that the company did not fully cooperate with the U.S.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

ImPRessions - Crenshaw Communications

DECEMBER 11, 2018

Placing a piece of industry hardware on the company mantle can be a nice PR win for a B2B company at any stage. When submitting for a customer service award, be prepared to supply some numbers on customer reviews and testimonials. Most importantly, awards represent a third-party endorsement. Mark your calendar.

Case Study 136

Case Study B2B Conference Industry 136

Stuart Bruce

SEPTEMBER 30, 2014

The next important point was made by Stuart Jackson who spoke about who should ‘own’ social media as lots of people in a company or organisation want to claim ownership. The reality is that many people in a company need to be using and therefore ‘owning’ social media, but all in what might be very different ways.

Social Media 150

Social Media Twitter Radio Sports 150

PR in High Definition

JUNE 25, 2020

Given the ‘follow factor’ of the unconscious opinion, it’s made me realise that what other people say about you, your product/service or your business is the most powerful trigger. Guessing what sort of reputation you, your product/service or business might have based on a few recent interactions is very dangerous. It is earned.

Reputation 75

Reputation Employee Leadership Product Launch 75

NewsWhip

JUNE 10, 2021

Building a framework for reputation management: Christopher Rivera @ Samsung. Christopher Rivera, Director of Reputation & Risk, Samsung Electronics America. Chris Rivera has led as the Director of Reputation & Risk at Samsung Electronics America for more than three years. The reputation and risk landscape| Jump to text.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Communications Conversations

MARCH 19, 2015

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? Pretty much any company in the history of business would take those results. Conclusion: Do not fly Spirit.

Airlines 60

Airlines Reputation Branding Brand 60