ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

Have a clear advertising policy. Boycotts are the new brunch among the politically active, so major advertisers should decide in advance what their policies are. A wishy-washy stance is likely to be seen as weak, and during difficult times, mixed messages are rarely helpful to employees and stakeholders. Anticipate a response.

Brand 136

Brand Branding Advertising Advertising 136

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

5W PR

JUNE 6, 2017

If the crisis is something like your airline employees dragging someone out of his seat and off the flight because of a company policy. That is bad, but issuing an apology and making a change in policy may be enough to fix most of the damage. Refocus some of the efforts from the company and employees.

Crisis 76

Crisis Publicity Policies Airlines 76

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

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. Security policies and controls. At a certain point, most small businesses outgrow their first forays into public relations.

Company 136

Company Interviews Reputation Privacy 136

ImPRessions - Crenshaw Communications

MAY 15, 2018

Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes. 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

5W PR

FEBRUARY 8, 2021

Power survey showed that more than half the first-time home buyers polled (54%) felt angry or confused when their mortgages were turned over to mortgage servicing companies. Bad customer service headed the list of complaints followed by poor self-service.

Customer Service 88

Customer Service Policies Analysis Training 88

Bad Pitch Blog

JUNE 8, 2011

The White Zone is for Loading, Unloading & Assuming Anonymous sources I know that have dealt with similar situations at other airlines note the following: - First of all, spokespeople don''t set policy. This policy has been in place since before 2001, and there hadn''t been any issues in all that time.

Airlines 64

Airlines Customer Service Travel Policies 64

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. Negative online reviews: Customers complain about your product or service on social media.

Reputation 78

Reputation Crisis Trends Customer Service 78

Cision

OCTOBER 16, 2017

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. Steve Barrett: We’ve all seen those go viral haven’t we? Steve Barrett: Yeah, and you got to have access to the right people.

Media 202

Media Storytelling Technology Data 202

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Ritz-Carlton. 2012, May 17). link] Nordstrom. 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

Mindful Marketing

MARCH 31, 2025

Individuals and organizations are rapidly embracing AI to enhance productivity, from personalizing emails, to providing customer service, to optimizing delivery routes, to predicting machine maintenance, to trading stocks. ” 41% of Gen Z employees were “actively sabotaging their company’s AI strategy.”

Ethics 68

Ethics Energy Technology Employee 68

Prohibition

JANUARY 14, 2022

Your employees and stakeholders could be made to look incompetent or immoral. Your customers could make their displeasure known on your Facebook page and Twitter feed. For example, an employee leaks damaging information about your company. ? A major crisis. What is a PR Crisis Plan? The PR crisis team should consist of.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

PR 20/20

AUGUST 22, 2017

Human Resources is uneasy about adopting an employee social media policy. Sales is unsure of handing over its customer database for email marketing campaigns. Once again, executive level–who might not be as accustomed to responding to criticism as, say, customer service–are likely to be thrown by negativity.

Marketing 87

Marketing Resources Technology Internal 87

Mindful Marketing

JULY 16, 2022

reported that between 2017 and 2021, hundreds of EY employees acted unfairly either by using an ill-gotten answer key for an ethics component of the CPA exam or by cheating on ethics tests required for continuing education. The Security and Exchange Commission (S.E.C.) As punishment for the systematic abuses, the S.E.C.

Ethics 90

Ethics Pharmaceuticals Corporate Financial 90

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. –John.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. She resented it because it put her – an employee – in the crossfire of a rightfully upset parent, but left her few options to deal with it. It is High Time to Regulate Airline Customer Service.

Airlines 60

Airlines Travel Customer Service Crisis 60

Prohibition

DECEMBER 17, 2021

It is the art of managing crises and communicating with relevant parties in a company such as customers, employees, the public, investors or the press. Crisis communication is intended to bring together a wide range of audiences, including but not limited to: Employees. Prevent panic and make employees feel safe.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Prohibition

JANUARY 17, 2022

The impact that this new form of communication has on PR and marketing has introduced many positive changes for companies looking for better ways to connect with their customers. Rather than directly contacting customer support representatives, customers frequently vent their frustrations on social media. Public squabbles.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Sword and the Script

JANUARY 3, 2023

This can include the media, customers, employees, and the general public. Internal communications: PR practitioners may also be responsible for communicating with employees and stakeholders within an organization. What is public relations?

Interviews 113

Interviews Publicity Technology Social Media 113

Reputation Us

SEPTEMBER 7, 2016

It should be noted, however, that news organizations, including CU Times , have policies prohibiting anyone outside of the news organization to read articles before they are printed or posted on websites. That’s what good customer service is,” Huey explained. “I People want to know. Perception is reality.

Crisis 60

Crisis Crisis Communications Insurance Insurance 60

Burrelles Fresh Ideas

JUNE 6, 2023

Chatbots and Virtual Assistants: AI-powered programs help these conversational interfaces to engage with customers in real-time, answering their queries, providing recommendations, and guiding them through the buyer’s journey, all while hopefully enhancing customer service and satisfaction.

Communications 40

Communications Marketing Technology Data 40

Prohibition

JANUARY 7, 2022

Further, the same study found that customers who have had a bad experience with a product or service are significantly less loyal than those that haven’t. A personnel crisis is one in which the employment of an employee becomes intolerable because of negative work performance, a disruptive attitude, or problematic substance abuse.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Mindful Marketing

JANUARY 29, 2023

In addition, one of the worlds most successful companies, Amazon, has supposedly warned its employees about the dangers of sharing code and other confidential information with the chatbot for fear it will mimic internal data. Apparently, I’m not the only one with some unease about AI. There's no mention of entertainment.

Ethics 99

Ethics Guidelines Fashion Transportation 99

PR Conversations

APRIL 8, 2015

.” He argues for an integrated approach based on “outstandingly important elements”, reflecting a broad stakeholder perspective: Employee relations. Customer services. Community service. Advertising, including direct mail. Press and radio publicity. Vendor relations. Stockholder relations.

Retail 40

Retail Radio Advertising Advertising 40

PR Conversations

APRIL 8, 2015

.” He argues for an integrated approach based on “outstandingly important elements”, reflecting a broad stakeholder perspective: Employee relations. Customer services. Community service. Advertising, including direct mail. Press and radio publicity. Vendor relations. Stockholder relations.

Retail 40

Retail Radio Advertising Advertising 40

Cision

MAY 25, 2017

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees. This is dangerous in two ways. Catch Them in the Act of Doing Good.

Employee 129

Employee Brand Branding Policies 129

Landis PR

NOVEMBER 1, 2021

They should be embedded in the product, sales and customer service pipelines and flow from the top of the organization. If your company policies and practices don’t quite support a “customer is always right” attitude, then don’t say that they do. That customer service pledge? Bottom line : .

Reputation 52

Reputation Customer Service Analysis Exercises 52