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

Prohibition

DECEMBER 17, 2021

Companies that successfully communicate with internal and external stakeholders when crisis hits have the highest chance of long-term success. When companies communicate openly, honestly, and clearly, they earn the trust of their customers. United Airlines initially maintained that its decision to remove the passenger was justified.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

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.

Reputation 130

Reputation Viral Employee Customer Service 130