ImPRessions - Crenshaw Communications
MAY 15, 2019
With the release of audio from a tense November 2018 meeting between the American Airlines pilots’ union and Boeing executives – after the Lion Air crash but before the Ethiopian Airlines accident – the scope of the company’s miscalculation is apparent. The narrative has moved from tragedy to scandal.
Communications Conversations
MARCH 19, 2015
Last week, I did what marketers like us WANT consumers to do on social media: I asked my friends and family for a recommendation. Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. And yet they seem to have a HORRIBLE brand reputation.
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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.
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?
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.
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.
The Proactive Report
JANUARY 5, 2015
In his article for Forbes, Jonathan Salem Baskin points out that most crisis do not erupt overnight: C ontrary to the notion that reputations can be ruined in an instant, most crises are months or years in the making. And he says that you probably already know why your brand might be the subject of the reputation crisis in the future.
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