Waxing UnLyrical

APRIL 10, 2012

I even emailed customer service and was told my order would arrive on time. Have extra staff on hand or on call, especially customer service representatives (and I mean trained customer service staff, not just your neighbor down the street). I was frustrated and concerned.

Small Business 108

Small Business Customer Service Facebook Retail 108

The Stalwart Blog

APRIL 26, 2020

If you’ve been watching any of the local media, you know that PR crises can take place. 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. It could start on social media, but it could eventually hit the national news.

Crisis 78

Crisis Local Facebook Social Media 78

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

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. For a daily beat reporter, our stories had to have a local tie. What role does social media play in reputation and crisis management today?

Crisis 0

Crisis Reputation Study Social Media 0

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. –John.

Communications 106

Communications Brand Branding Policies 106

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

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

Rock the Status Quo

JULY 14, 2015

Reviews matter, yet so many companies let them grow by default and inattention, rather than a focused effort – rarely monitoring what is being said unless a crisis flares up, grabbing everyone’s attention like firecrackers lit inside a public library. Customer service or sales? Are you giving them enough attention?

Retail 100

Retail Customer Service Google Reputation 100

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

Cision

APRIL 28, 2015

The story became one of helping employees and reinstating an employer known for taking care of his workers and customers. The locals loved the story. They would still have to pay their bills, deal with customer service, and hope their WiFi worked. The employees wanted him back and weren’t going to work until he was.

Employee 120

Employee Print Customer Service Local 120

Critical Mention

JULY 15, 2020

In continuing its commitment to 24/7/365 customer service, Critical Mention has also created a quick and simple way for users to submit requests for data updates to a support team that will update records within 24 hours in most cases. . Customers filter contacts by location, topic data, job title and other characteristics.

Media 108

Media Radio Television Engineering 108

Deirdre Breakenridge

OCTOBER 20, 2015

Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications. I have benefited tremendously through attending my school and other local schools’ PRSSA events and networking with professionals via social media, for example, participating in this awesome #PRStudChat.

Education 150

Education Course Training Social Media 150

Critical Mention

JUNE 29, 2018

Just a couple of months ago, a PR crisis came out of nowhere. Suddenly Tide found itself in the middle of an unexpected PR crisis that it didn’t cause. Takeaway: Not preparing a statement and robust PR strategy before responding to a crisis can lead to serious consequences. To eat or not to eat? Hint: Definitely do NOT eat).

Crisis 68

Crisis Customer Service Video Financial 68

The Hoyt Organization

FEBRUARY 19, 2024

A local consumer review survey by Brightlocal shows that 98% of consumers occasionally read reviews for local businesses. This means that one of the first things potential customers will do is look up your business online. Therefore, having online reviews is crucial for your business’s success.

Policies 92

Policies Construction Reputation Local 92

Communications Conversations

MAY 3, 2017

We’re expected to be writers, designers, photographers, videographers, project managers, community managers, customer service agents, marketers, crisis communicators, recruiters and analysts. But here are a few spots I keep going back to: Wise Acre Eatery (locally sourced food and giant, thick-but bacon).

Healthcare 114

Healthcare SMB Social Media Meeting 114

Waxing UnLyrical

SEPTEMBER 28, 2010

Waxing UnLyrical personal, possibly poetic, musings on public relations, media, communication, and everything in between About Shonali Powwowing With Pepco on Social Media September 28th, 2010 Tweet I haven’t been the biggest fan of my local energy company, Pepco, recently. That, I understand.

Social Media 69

Social Media Media Skype Energy 69

Sword and the Script

DECEMBER 20, 2022

Online communities deepen connections and build relationships with customers and prospects that impact product development, customer service, and marketing strategies.”. ~ Grace Platon , Communications Strategist, Communicate Grace, LLC. Local news and indy journalism more trusted. “I Year of employer branding.

Marketing 212

Marketing Content Marketing Data Social Media 212

Shift Communications

DECEMBER 4, 2015

For five years while in college, I worked nights and weekends at a local cafe. Not only was I a barista, but also a baker, janitor, team lead, sandwich artist, business adviser and customer service guru. Luckily, there isn’t a crisis every day in PR; sometimes, you have a slow day—don’t waste the lulls!

Crisis 60

Crisis Customer Service System Local 60

Critical Mention

AUGUST 21, 2018

According to a 2017 local customer review survey, 85% of customers trust online reviews as much as their friends’ recommendations. Also, 70% of buying experiences are based on how customers feel they’re treated. From Google to Facebook to Yelp, what people say about your company matters.

Customer Service 61

Customer Service Writing Financial Local 61

Stephen Waddington

DECEMBER 30, 2019

Each corporate PRCA member will be expected to engage with a local school each year. If you work in issues and crisis it can be especially acute. It’s indicative of the fact that outside of customer service, social media engagement has largely become a paid activity. PR can be a stressful occupation.

Government 103

Government Education Print Ethics 103

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

Burrelles Fresh Ideas

MAY 23, 2023

Increased use of artificial intelligence in travel: AI is already being used in various aspects of travel, from chatbots for customer service to personalized recommendations for accommodations and activities. I took advantage of this while planning a family trip to the Bahamas last year.

Travel 40

Travel Tourism Airlines Hotels 40

PR Fuel

OCTOBER 16, 2018

Consider what happened to the team over at BP during the Gulf Oil Spill crisis. How much do we forget this when a crisis happens to our company or business? Are you a member of your local Chamber of Commerce? Interestingly, the best new public relations idea came from our part-time customer service representative.

Web 40

Web Pitching Local Writing 40

Stuart Bruce

JULY 23, 2017

In reality social media should ‘live’ in each and every corporate function as it has a vital role to play in customer service, marketing, public relations, human resources and numerous other functions. Each should use social media to support whatever its objectives are for supporting the organisation.

Social Media 68

Social Media Media Customer Service Corporate 68

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

Stephen Waddington

NOVEMBER 19, 2017

Unfortunately the same isn’t true for local media. Bots have been developed to help with customer service, support and sales. Have you considered this as part of your crisis planning? It’s become social and uses data. It continues to struggle as ad revenue moves to Facebook and Google. 10 Communities as media.

Publicity 164

Publicity Ethics Community Data 164