ImPRessions - Crenshaw Communications

JANUARY 28, 2018

United Airlines. As images of the bloodied man being dragged from his seat by airport police went viral, the airline made things worse with a series of legalistic and tone-deaf public responses. In fact, the more lasting impact will be felt in the form of greater customer-service consciousness across the major industry players.

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Airlines Reputation Journalism Crisis 180

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? Customer service and public relations are growing closer, and engaging complainers on social media — the right way — is an opportunity to turn critics into fans.

Social Media 159

Social Media Media Airlines Customer Service 159

Communications Conversations

OCTOBER 31, 2022

” And sure, Twitter has always been a customer service channel–especially for industries like airlines, banking and retail. Maybe even Instagram or TikTok. So yeah, now’s the time to say “see ya later, blue bird!” But, you could still keep those handles in tact while sunsetting your brand handle.

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Twitter Brand Branding Airlines 60

Landis PR

JANUARY 5, 2023

Yet it can erode in a moment, such as it has for the airline Southwest – previously known for great customer service – cancelled 15,000 flights over Christmas. Public trust is perhaps your business’s most valuable commodity. It takes time to build, and it takes effort to maintain.

Communications 52

Communications Airlines Internal International 52

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

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. In response, hotels and airlines are implementing eco-friendly practices and promoting sustainable tourism initiatives. I took advantage of this while planning a family trip to the Bahamas last year.

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Travel Tourism Airlines Hotels 40

5W PR

SEPTEMBER 7, 2017

Whether it’s a simple customer service issue, or a large-scale communications crisis, addressing issues honestly wins consumers’ trust. Organizations from the MTA to United Airlines have learned this the hard way. A mismatched partnership may detract from your brand’s trustworthiness. Honesty is always the best policy.

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Trends Airlines Social Media Crisis 108

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. After that, increasing customer service ideas and implementing those should eventually get you back in good grace. Once trust has been violated, it’s always more difficult to gain it back.

Crisis 76

Crisis Publicity Policies Airlines 76

PR Matters

MAY 27, 2014

Alternatively, consider the behaviour – the actions, communications and customer service – of successful companies, such as Ben & Jerry’s , innocent drinks , Dove and Southwest Airlines. The one thing they have in common abundance is that they’re all genuinely friendly and their words and actions reflect this.

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Airlines Advertising Advertising Customer Service 162

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 makes the airlines choice pretty straight forward. It''s easy to dislike the airlines. Many support Blackshaw''s POV.

Airlines 64

Airlines Customer Service Travel Policies 64

ImPRessions - Crenshaw Communications

MAY 15, 2018

He spoke from the heart — without regard for the airline’s possible culpability. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. Kelly emphasized that the family of the victim was the primary concern.

Crisis 136

Crisis Privacy Airlines Facebook 136

Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Beyond PR

SEPTEMBER 8, 2016

Although it’s good to focus on content for your funnel, if 40% of your business is coming from current customers, why aren’t you creating 40% of content for those customers? Royal Dutch Airlines used to have an inefficient program for returning lost items to travelers. It must involve marketing, sales and customer service teams.

Content Marketing 40

Content Marketing Marketing Customer Service Airlines 40

Cision

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 137

Airlines How To Engineering Radio 137

NewsWhip

JUNE 10, 2021

It comes down to every customer service interaction. The Miracle on the Hudson, United airlines. There are these big cultural risks, obviously, but is there anything specific that you’re looking out for, or is it just, “We have to be aware of everything because we’re such a big company,” basically?

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Prohibition

DECEMBER 17, 2021

United Airlines initially maintained that its decision to remove the passenger was justified. Through those events and subsequent discussions, it became clear that United Airlines’ policies surrounding overbooking flights and situations involving non-compliant passengers (as well as their customer service) required significant improvement.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Cision

OCTOBER 1, 2015

Families are very aware of the high cost of air travel, with the need to buy multiple airline tickets. For example, families’ social discussion of spring trips was 53 percent higher than average discussion levels. Many consider other travel arrangements such as driving. What drives travelers’ purchasing decisions?

Travel 120

Travel Hotels How To Airlines 120

Beyond PR

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 65

Airlines How To Engineering Data 65

Cision

DECEMBER 28, 2015

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Put resources into fast social care (customer service). Amazon responds to every inquiry and either solves or redirects every social inquiry to an appropriate customer service function.

Twitter 120

Twitter Brand Branding Customer Service 120

Sword and the Script

OCTOBER 11, 2016

“When a customer Tweets at a business and receives a response, they are willing to spend 3–20% more on an average priced item from that business in the future,” according to a study released by Twitter. Merely acknowledging customers on social media can lead to tangible sales outcomes, such as: $8.98 per transaction for pizza delivery.

Social Media 60

Social Media Study Media Survey 60

Mindful Marketing

JUNE 14, 2019

Over the past 30 years or so, airlines probably have been the most common users of dynamic pricing, as they’ve perpetually adjusted prices to keep flights at or near capacity. Sellers have lowered and raised product prices on the spot for millennia, based on factors as simple as weather conditions and buyers’ apparent interest.

Retail 55

Retail Consumer Software Web 55

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. A brand is made up of the people who represent it.

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Employee Brand Branding Policies 129

Stuart Bruce

OCTOBER 30, 2014

But why be afraid of big government when we freely provide our life story to social networks and give up our privacy to airlines in return for a bribe of a few more air miles. Edward Snowdon wants us to be afraid of big government prying into our lives. Private companies pose more of a threat than governments ever could.

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Crisis Communications Transportation Conference Social Media 148

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

The Viral Customer Complaint. Remember when musician Dave Carroll made a music video complaining that United Airlines had broken his guitar? Those viral customer complaints are almost quaint in light of today’s environment. The good news is that “viral” customer service works both ways.

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Reputation Viral Employee Customer Service 130