Melissa Agnes

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note? 3 absolute must-do’s to help make your 2015 crisis-free. But let’s not be fooled.

Crisis 100

Crisis Exercises Customer Service Training 100

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! Who should be involved in this exercise? Customer service.

Crisis 100

Crisis How To Crisis Management Exercises 100

Stephen Waddington

MAY 9, 2020

Organisations typically have one of two responses to a crisis: they either go silent or they over communicate. You’ll have observed examples for yourself during the COVID-19 crisis. The best responses are rooted in listening, engaging and providing support to customers. It’s a great means of engaging customers during lockdown.

Brand 157

Brand Branding Travel Crisis 157

Cision

AUGUST 9, 2016

In this interview, Brandon shares why brands shouldn’t focus too much on competitors, how to streamline your pitches to journalists and how social media can help your brand in a crisis. What role does social media play in reputation and crisis management today? What advice do you have for public relations professionals facing a crisis?

Crisis 0

Crisis Reputation Study Social Media 0

5W PR

MAY 28, 2020

Whether that involves restaurant deliveries or grocery deliveries for meals, soap, and hand-sanitizer, or exercise equipment in an attempt to stay active while being stuck at home. With millions of people stuck in isolation, the best way to provide everyone with exemplary customer service is to show concern, care, and empathy.

Consumer 88

Consumer Exercises Crisis Customer Service 88

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

Reputation Us

JUNE 1, 2023

Therefore, reputation management is an exercise in listening and being vigilant about factors that may directly impact your company’s reputation. Blue Ocean: Your firm, ReputationUs, states that “We enhance the reputation that precedes your organization, before a crisis defines your organization.” The following is a list of issues.

Technology 78

Technology Interviews Reputation Crisis 78

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). Guest Post by Karen Freberg.

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

Cision

OCTOBER 16, 2017

And that’s like sort of a good clarifying exercise to start. But then you also have customer service and customer experience teams that are focused on when someone just has a bad, or a good, customer experience and how you react to that.

Media 202

Media Storytelling Technology Data 202

Karen Freberg

JUNE 14, 2018

We have to be content creators, storytellers, managers, crisis professionals, data analysts, disruptors, entrepreneurs, strategists, writers, researchers, community managers, customer service representatives, and experts in personal branding. For me, this is exercise. Take a moment for yourself to collect your thoughts.

Social Media 43

Social Media Media Community Sports 43

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 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

PR in High Definition

JULY 22, 2019

Then, of course, there’s the crisis communications element. In a hypothetical example of a doctored video depicting racist abuse by a customer service representative in a big brand’s shop, it will be the responsibility of the PR team to communicate that the incident did not occur and is instead a deepfake.

Media 74

Media Viral Video Newspapers 74

Stephen Waddington

NOVEMBER 19, 2017

Twitter is the largest ever market research exercise that no one ever commissioned. Bots have been developed to help with customer service, support and sales. Have you considered this as part of your crisis planning? Selective hearing helps no one. The shift to 280 characters makes it an even richer source of data.

Publicity 164

Publicity Ethics Community Data 164