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. That nothing they say will hurt their and the brand’s reputation.

Employee 129

Employee Brand Branding Policies 129

ImPRessions - Crenshaw Communications

MAY 31, 2017

As video of United Airlines passenger Dr. David Dao being violently dragged from his seat went viral, the media – and a global audience of prospective customers – were horrified. United’s reputation storm came just days after brand Pepsi weathered a different kind of eruption. Empower employees.

Crisis 180

Crisis Airlines Brand Branding 180

ImPRessions - Crenshaw Communications

APRIL 10, 2017

As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

Airlines 159

Airlines Hotels Reputation Crisis 159

Melissa Agnes

APRIL 15, 2014

Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media? Vet, test and train.

Airlines 243

Airlines Case Study Policies Reputation 243

Sword and the Script

MAY 5, 2015

For a mere eighty-eight additional dollars, the airline was kind enough to reassign us in a row together. The airlines are counting on it, indeed, I’d contend airlines, including Delta, prey on such emotions to separate a few more dollars from the consumer wallet. Other Airlines Prey on Parent Emotions Too.

Airlines 60

Airlines Travel Customer Service Crisis 60

Shift Communications

JANUARY 22, 2018

We’ve broken trust with our stakeholder audiences – investors, customers, employees – by saying or doing the wrong thing. Many service crises, such as employees abusing customers’ trust (or outright abusing customers), stem from failures of results. The Covey Trust Matrix. A Brief Catalog of Failures.

Crisis Communications 98

Crisis Communications Crisis Reputation Communications 98

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. All of this happened because United Airlines chose to ignore the gravity of the situation. As a result, the company and Munoz, both came under intense criticism.

Crisis 271

Crisis Brand Branding How To 271

PRSay

DECEMBER 2, 2020

On rebuilding Boeing’s reputation: I don’t want to talk too much about it until the MAX is safely flying again. The airlines themselves have to return their fleets to service. And frankly, that will speak more than any reputational campaign we can undertake. And that doesn’t mean just one flight. We were playing catchup.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service.

Customer Service 136

Customer Service Insurance Insurance Banking 136

ImPRessions - Crenshaw Communications

JUNE 26, 2019

Being the steward of a company’s image and reputation comes with the job. If the company’s reputation is in jeopardy, its CEO becomes the chief emergency officer by default. The CEO acts as Chief Engagement Officer with company employees, particularly during a turnaround, and sometimes his role goes further.

Trade Shows 271

Trade Shows Leadership Airlines Corporate 271

The Stalwart Blog

OCTOBER 1, 2020

We saw American and United Airlines also announced that they are effectively furloughing, if not completely letting go, tens of thousands of workers themselves. They’re going to have anxiety as well, and not just from what you may be saying, but because they’re also going to see postings from employees.

Communications 78

Communications Airlines Employee Crisis 78

David PR Group

MAY 20, 2019

The planes have been grounded until further notice, and American Airlines, for example, has cancelled all 737 Max flights through August 19. (If When airlines have brand and image problems, they have a couple go-to solutions which won’t work for Boeing. See Two Seats Away From Not Hating Delta Airlines. The second is pricing.

Airlines 90

Airlines Travel System Reputation 90

David PR Group

APRIL 8, 2019

First, Southwest Air lines , typically a reputational darling, got dinged for its handling of passenger complaints following the grounding of the Boeing 737 Max 8 aircraft. In each case, the company wasn’t the source of the original problem, but how they responded caused damage to their reputations. . Be quick . Do what you say .

Crisis 57

Crisis Airlines Reputation Travel 57

NewsWhip

NOVEMBER 2, 2021

Major food producers have been at the front of employee-led strikes from the last few months, with Nabisco, Frito-Lay, and Kellogg’s being mentioned as examples during the webinar. Typically intentions of striking are announced a few weeks in advance, but then engagement with the employee strike tends to peak during the event itself.

Crisis 78

Crisis Brand Branding Airlines 78

Melissa Agnes

JUNE 3, 2014

However, as we saw with the case of Phonedog vs. Kravitz there is risk in allowing employees to tweet from their own accounts, or tweet from accounts that have their name + your organization’s name in the handle. Can You Sue Former Employees for Social Media Accounts?

Airlines 206

Airlines Crisis Wikipedia Social Media 206

ImPRessions - Crenshaw Communications

JUNE 28, 2017

The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life. And it’s good timing; the airline industry has suffered its share of negative news all year.

Airlines 147

Airlines Insurance Insurance Exercises 147

Sword and the Script

NOVEMBER 7, 2023

Propel releases AI-based “media war room”; Muck Rack has AI recommending reporters to PR; PRophet partners to bring influencer marketing and media alerts; Did you know Gartner has a Market Guide for Employee Communications? Generative AI may get all the attention these days, but it’s not the only “kind” of AI.

Employee 135

Employee Software Survey Tools 135

ImPRessions - Crenshaw Communications

MAY 22, 2017

Some say the goal of a great PR program should be to build brand reputation, while sales and marketing actually drive sales. A successful narrative doesn’t have to be about a Bezos or a Branson, but it does usually need to involve people – customer testimonials, community impact, employee motivation.

Brand 185

Brand Branding Marketing Wireless 185

Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. Hundreds of earlier incidents with involuntary deplaning resulted in conflicts between airlines and passengers. At United Airlines, this was all clearly absent.

Journalism 79

Journalism Airlines Brand Branding 79

Barokas

AUGUST 22, 2019

Company culture rests on the values every employee brings with them to the office each day. When your company’s culture, customer service and communications strategy are all aligned – it can help your business maintain a healthy reputation and even lead to brand loyalty. Your employees are your biggest advocates.

Customer Service 84

Customer Service Company Strategy Communications 84

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

A rebranding can be part of a smart strategy for moving past a reputation crisis. The low-cost airline Valujet became AirTran after a fatal crash that was found to be the result of negligence. No rebranding can rebuild a reputation if the would isn’t disinfected and treated. To hasten the end of a reputation crisis.

Crisis 136

Crisis Airlines Reputation Internal 136

Prohibition

DECEMBER 17, 2021

A crisis occurs when there is a severe risk or threat to the reputation, business, and organisational viability. A crisis can negatively impact your brand and reputation on multiple levels if it’s left unaddressed. Crisis communication is intended to bring together a wide range of audiences, including but not limited to: Employees.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

ImPRessions - Crenshaw Communications

DECEMBER 26, 2019

Yes, it’s that time of year when we evaluate the mistakes, stumbles and train wrecks of public reputation over the past 12 months. But for this post we’re focusing on truly terrible reputation reversals compounded by poor handling. Boeing’s reputation disaster. Below is my list for the year’s worst.

Real Estate 156

Real Estate Reputation System Sports 156

David PR Group

AUGUST 17, 2017

Conservative commentator Ann Coulter caught considerable heat recently for her online tantrum about Delta Airlines. She felt wronged by Delta, yet before the airline could even make an apology to her, she started tweeting and tweeting and tweeting her disgust. Here’s the thing, we all make mistakes. They scolded her. –John.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Reputation Us

MAY 12, 2020

As the president of ReputationUs and with 28 years of experience behind me, I have been striving to refine the art of managing corporate reputations during a crisis into a well-honed specialty. You will see how good your communications, strategy, infrastructure and reputation are, and what needs to change. Expose them.

Crisis 78

Crisis Financial Banking Crisis Management 78

ImPRessions - Crenshaw Communications

AUGUST 9, 2017

Other brands, like United Airlines, have worked to repair a loss of trust. Companies have to first instill brand values to their own employees and within a workplace culture before conveying those values in brand communications. ” It’s tactical and speaks to what employees should strive to do every day.

Brand 160

Brand Branding Film Internal 160

Doctor Spin

APRIL 17, 2023

Southwest Airlines. Southwest Airlines is known for its friendly and fun-loving flight attendants. Southwest Airlines employees celebrate passenger’s 104th birthday. Host a community cleanup event or volunteer day with employees and customers. 4 Ormont Blumberg, P. 2021, August 11). link] 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

PR in High Definition

OCTOBER 23, 2019

Gallup also cites a few good examples of purpose statements, including this one from Southwest Airlines in the US: “To connect people to what’s important in their lives through friendly, reliable, and low-cost air travel” – and this has clear implications for the entire brand experience. Employees will leave. Potentially no-one.

Airlines 48

Airlines Local Wikipedia Travel 48

MaccaPR

FEBRUARY 19, 2018

Amidst the hurricane of PR catastrophes this past year – from H & M’s racist “Biggest Monkey in the Jungle” debacle, Papa John’s CEO attacking the NFL and Uber’s parade of scandals to United Airlines’ nose-breaking, tooth-shattering attack on a passenger, the Oscar “Best Picture is.Oops!”

Instagram 98

Instagram Crisis Local Privacy 98

Sword and the Script

APRIL 15, 2017

See these related posts: Crisis Comms: No one More Reliable than an Employee. They hired an actor to play the role of a fictitious airline CEO apologizing for a network glitch canceling 140 flights. As for the airlines, flying, once a glamorous mode of travel, has devolved into a miserable experience from start to finish.

Corporate 79

Corporate Airlines How To Crisis 79

ImPRessions - Crenshaw Communications

MAY 15, 2018

He spoke from the heart — without regard for the airline’s possible culpability. There was no mention of the customers’ race, or of why a Starbucks employee had called the police. It plans to close 8000 stores on May 29 for a half-day of employee education around racial bias.

Crisis 136

Crisis Privacy Airlines Facebook 136

Presspage

MAY 11, 2017

Following USA’s victory over Ghana during the 2014 FIFA World Cup, Delta Airlines tweeted a photo of the Statue of Liberty (representing the US) next to an image of a giraffe (representing Ghana). Take some time to investigate internally how your colleagues or employees would react in specific situations.

Social Media 79

Social Media Crisis Media Airlines 79

David PR Group

AUGUST 8, 2016

We look at our key audiences (such as customers, employees or the general public) and then try to put ourselves in their shoes. And, yes, it has to do with social media and how your reputation is determined online. Online Reputation #Fail of the Week: United Pilot Tweets to Suspension. –John. More on this coming soon.

Analysis 40

Analysis Social Media Crisis Media 40

The Hoffman Agency

AUGUST 29, 2019

Fellow Hoffman employees Nicolas Vavuris, Sarah Collins, Caitlin Kruell and Mikaela Farasyn. Northeast Airlines has a strong reputation; however, a plane recently experienced a mid-air engine explosion, killing one passenger. In some cases, the employees were fired. Scenario #4.

Crisis 31

Crisis Airlines Privacy Crisis Communications 31

Prohibition

MAY 15, 2020

The next communication that employees received was from their boss encouraging them to take jobs at Tesco if they wished to do so. Of course, this resulted in a huge pay-out from the company and serious damage to their reputation – which we all know is incredibly hard to rebuild. Absolute state of it.

Crisis 71

Crisis Government Social Media Reputation 71

Prohibition

MAY 15, 2020

The next communication that employees received was from their boss encouraging them to take jobs at Tesco if they wished to do so. Of course, this resulted in a huge pay-out from the company and serious damage to their reputation – which we all know is incredibly hard to rebuild. Absolute state of it.

Crisis 62

Crisis Government Social Media Reputation 62

MaccaPR

SEPTEMBER 13, 2016

Sponsors from Speedo to Ralph Lauren fell away from Lochte, as social media posters and journalists feasted on the crushed reputation of the 32-year-old Olympian. The cover-up cost him four sponsors, his reputation and – maybe – his career.”. So what could Lochte have done differently?

Crisis 48

Crisis Airlines Reputation Corporate 48