ImPRessions - Crenshaw Communications

APRIL 18, 2023

Ways To Safeguard Brand Reputation Most companies will never experience a large-scale brand reputation crisis — that’s the good news. But as Dorothy Crenshaw points out in this blog post, the “drip-drip-drip of customer complaints, employee dissatisfaction, or competitive attacks can erode a brand’s good standing over time.”

Reputation 333

Reputation Crisis Customer Service B2B 333

Melissa Agnes

FEBRUARY 16, 2016

Crisis communication is one of the most important aspects of your crisis management. In fact, whom you communicate with in a crisis, along with when and how you communicate with them, can mean the difference between successful crisis management and crisis management failure. Customers / clients. Candidates.

Crisis Communications 193

Crisis Communications Crisis Communications Crisis Management 193

Onclusive

AUGUST 22, 2017

Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. 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

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. Yes, that’s right, it’s not just for marketing teams! Identify de-influencers or detractors Yes, that’s right.

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. Five crisis PR first responses. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues.

Crisis 136

Crisis Privacy Airlines Facebook 136

Onclusive

AUGUST 9, 2021

Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Taking dry content like company policies and turning it into information that employees actually want to read requires a savvy communicator. Crisis Communications.

Training 370

Training Media Training Crisis Communications Reputation 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

Presspage

DECEMBER 20, 2024

While one negative comment from a disgruntled ex-employee might not warrant concern, paying attention to recurring patterns or feedback can reveal opportunities for improvement before they escalate into bigger problems. Issue management vs crisis management: whats the difference? Issues and crises go hand in hand.

Reputation 78

Reputation Crisis Trends Customer Service 78

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 170

Survey Social Media Consumer Media 170

Agility PR Solutions

JUNE 22, 2021

Although the COVID crisis was a catastrophic and even fatal event for many small business owners, others were able to take advantage of these trying times by drawing consumers to their shops with the magic wand of 2020—excellent customer service.

Local 139

Local Consumer Customer Service Small Business 139

Cision

JULY 27, 2017

Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. Talk to Customers & Employees. Your employees have a different perspective of your brand than you do, so talk to them as well. How Can You Determine How You are Seen?

Brand 231

Brand Branding Employee Data 231

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

5W PR

APRIL 9, 2024

Crisis management blueprint The foundation of public relations crisis preparedness is a detailed crisis management blueprint. This document serves as a guide, outlining the course of action during a crisis. Crisis management team Put together a dedicated squad responsible for PR crisis management.

Crisis Management 78

Crisis Management B2B Crisis Company 78

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

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Employee advocacy. Transparency. Brand humanization.

Social Media 156

Social Media Trends Media Instagram 156

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. Examples from their recent book covered how a “no email” culture helped increase one company’s productivity and communication, while a “no call center” solution increased a bank’s customer service.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

Onclusive

NOVEMBER 8, 2023

Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Taking dry content like company policies and turning it into information that employees actually want to read requires a savvy communicator. How do you know what’s working?

Training 195

Training Media Training Crisis Communications Reputation 195

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video also works well as an internal tool for company announcements or simply to show accessibility, as Intuit CEO Brad Smith does in his “ new employee welcome message.” Video is a useful executive tool for getting the facts out quickly, or expressing sincere regret and responsibility in a crisis situation.

Video 149

Video Case Study Agriculture B2B 149

Prohibition

JANUARY 14, 2022

Are you prepared for a PR crisis? Whether it’s a product recall, staff injury becoming public news or something else entirely, a PR crisis can happen to any business. Businesses of all shapes and sizes can fall victim to a PR crisis at any time. What is a PR Crisis? What is a PR Crisis Plan?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Cision

OCTOBER 15, 2015

While haters may be pointing out a bad experience to all who listen, this shows they care enough to want to help your brand improve before a situation blows into a full blown crisis. Your employees are your brand, and they can influence brand perception more than any press release, ad campaign or logo. Jeff Bullas. Scott Stratten.

Social Media 120

Social Media Media Employee Reputation 120

Axia PR

AUGUST 4, 2017

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. Use PR to avoid, endure and outlast whatever trouble strikes your company.

Crisis 54

Crisis Company Customer Service Employee 54

Cision

APRIL 28, 2015

When employees at one of the companies went on strike over the summer, customers and vendors joined them. The employees wanted him back and weren’t going to work until he was. The story became one of helping employees and reinstating an employer known for taking care of his workers and customers. What to do.

Employee 120

Employee Print Customer Service Local 120

Prohibition

DECEMBER 17, 2021

When a crisis hits the news, we are reminded of a valuable lesson: that companies and businesses often have to act fast in order to prevent further damage from taking place. Crisis communications is an important aspect to tackle as a business owner. This guide is written to assist in every aspect of crisis communication.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

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

5W PR

OCTOBER 10, 2024

Positive media coverage significantly enhances a brand’s credibility and visibility, attracting new customers and driving bookings.  Crisis Management Even the most successful brands can face challenges. Transparency, honesty, and timely communication are key elements of effective crisis management. 

Consumer 78

Consumer Brand Branding Crisis Management 78

Cision

JUNE 1, 2016

Was there a hair in a customer’s food? While these actions cost money, they’re really crisis prevention because if you make the irate customer happy, he won’t do further damage by turning others away from your business. Bring ‘em back in on the house. Did you get the order wrong? Send it again at no charge. Tips for Listening.

Social Media 120

Social Media Media Customer Service Tools 120

Sword and the Script

MAY 25, 2021

Similarly, the statistic on forgiveness speaks directly to the PR shop because in a crisis communications situation – which any company can find themselves thrust into at any given moment – it would go a long way to have the benefit of the doubt. 72% trust a business that “treats customers well, even in tough times.”.

Brand 111

Brand Branding Survey Customer Service 111

Prohibition

JANUARY 7, 2022

Crisis management is something every company needs to implement as part of its business processes. Without a documented plan, how would you handle a crisis? If you think you could never be the victim of a crisis, think again. If you think you could never be the victim of a crisis, think again. What is a crisis?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Reputation Us

SEPTEMBER 7, 2016

The Credit Union Times interviewed CU crisis experts, including LT Public Relations ‘s Casey Boggs, for the August 31st cover story (below), “Credit Union Crisis Planning Essential.” Credit Union Crisis Planning Essential. Trying to communicate a crisis without a plan is like trying to float a boat with holes.

Crisis 60

Crisis Crisis Communications Insurance Insurance 60

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. I looked for similar news from VRBO. And found nothing.

Communications 106

Communications Brand Branding Policies 106

The Stalwart Blog

APRIL 26, 2020

What do you do when you’re embroiled in a crisis that maybe wasn’t of your making? He is a crisis PR expert, a friend of mine for many years. When you get involved in these things, how far are people into the crisis by the time you show up? What do you do when you get negative press? His name is Dave Oates.

Crisis 78

Crisis Local Facebook Social Media 78

Sword and the Script

APRIL 23, 2019

If the country is divided, you can bet for most companies, their employees and customers are too. For example, Patagonia weighing in on environmental issues probably resonates with their customers. It seems this survey suggests most CEOs have a similar line of thinking. To be clear, there are cases where it makes sense.

Technology 146

Technology Study Communications Survey 146

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. A company crisis is looming. At a certain point, most small businesses outgrow their first forays into public relations.

Company 136

Company Interviews Reputation Privacy 136

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t. Litmus test?

Infographics 60

Infographics Customer Service Exercises Software 60

PR Fuel

DECEMBER 11, 2018

Below are some thoughts on employees, and the “boring” work of creating a business that succeeds with both engaged customers and employees – enjoy! Hiring the Right Customer Service Agents to Represent Your Brand. Your customer service agents are your front line employees.

Training 40

Training Employee Customer Service Crisis 40

PRSay

JUNE 26, 2016

Of course, using social media data along with web analytics, customer service, and sales and marketing data helps to paint a much clearer picture of your customers and how they feel about your business. However, it’s not just your communication goals (exposure, message retention, engagement, etc.)

Social Media 113

Social Media Media Infographics Community 113

Sword and the Script

FEBRUARY 17, 2015

Businesses should want loyalty for two reasons, first for the obvious implication for retention, but also from a PR perspective, for crisis communications planning. There are two primary audiences an organization under fire ought to be able to count on: employees and loyal customers. Good Customer Service is Good Marketing.

B2B 60

B2B Leadership Customer Service Content Marketing 60