Crisis Customer Service Privacy 
5W PR
MARCH 13, 2025
Their experiences show that success in crisis management often comes down to three key elements: swift action, transparent communication, and a deep understanding of industry-specific stakeholder expectations. Johnson & Johnson’s handling of the 1982 Tylenol crisis remains a masterclass in crisis management.
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. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke.
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ImPRessions - Crenshaw Communications
JANUARY 28, 2018
Yet as often happens, the crisis gave Uber the chance to turn the corner on its troubles by replacing founder and CEO Travis Kalanick. New CEO Dara Khosrowshahi was quickly beset with a fresh crisis, though, when news came out that Uber covered up a 2016 hack. But as the outcry grew, United changed its tack.
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. With the data privacy scandal that rocked Facebook in 2018, transparency became a critical social media trend this year.
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.”.
Rock the Status Quo
MARCH 30, 2015
” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could help customers by saving them a few mouse clicks. ” Okay. Triple hmmmmm.
Sword and the Script
APRIL 23, 2019
The Annenberg survey listed data privacy, health care and diversity as social issues. Technology companies should support Net Neutrality – we should treat the internet as a public utility – because everyone is so dependent on it. In addition, not all social issues are political. Communications is a function of leadership.
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