ImPRessions - Crenshaw Communications

MAY 15, 2018

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. The tone of the language, the medium of the message, and its timing contribute to public perception of a company’s management of the situation. Five crisis PR first responses.

Crisis 136

Crisis Privacy Airlines Facebook 136

Prohibition

JANUARY 14, 2022

Are you prepared for a PR crisis? Whether it’s a product recall, staff injury becoming public news or something else entirely, a PR crisis can happen to any business. Businesses of all shapes and sizes can fall victim to a PR crisis at any time. What is a PR Crisis? What is a PR Crisis Plan?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Melissa Agnes

SEPTEMBER 16, 2014

Editor’s Note: This is a great blog post that gives you an overview of what you can do, right now, to prevent a crisis. A company with two plane crashes in the last year asks people to post their bucket list destinations on social media. A social media manager loses their temper in a customer service post on Facebook.

Social Media 239

Social Media Crisis Training Media 239

Axia PR

AUGUST 4, 2017

Use PR to avoid, endure and outlast whatever trouble strikes your company. A public relations crisis can happen to any company of any size at any time. Others develop slowly, like disgruntled employees whose behavior eventually begins to affect customer service.

Crisis 54

Crisis Company Customer Service Employee 54

Prohibition

JANUARY 24, 2022

Having a crisis communication plan in place ahead of time reduces confusion, ensures an effective communication flow, and improves messaging timeliness during or after a crisis. The basics of good crisis communications are the same for every company. The basics of good crisis communications are the same for every company.

Crisis Communications 62

Crisis Communications Crisis Agency Communications 62

Melissa Agnes

NOVEMBER 10, 2014

Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out! Do you have a cyber-investigation company on speed dial? Operations.

Crisis 203

Crisis How To Exercises System 203

Cision

JUNE 3, 2015

Is prevention of a crisis possible? It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. Integrate your crisis plan. Don’t crumble under crisis. Often times, we find ourselves more often the bullseye than the arrow.

Crisis 120

Crisis Construction Viral Reputation 120

Axia PR

JUNE 1, 2020

Customer service is hard. For many companies, this can be a make-it-or-break-it point. If you have poor relationships with customers and clients, it can even permanently tarnish a company’s reputation. Dealing with conflict and complaints is even harder.

Crisis 62

Crisis Customer Service Reputation Company 62

Prohibition

JANUARY 7, 2022

Crisis management is something every company needs to implement as part of its business processes. Without a documented plan, how would you handle a crisis? If you think you could never be the victim of a crisis, think again. If you think you could never be the victim of a crisis, think again.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

5W PR

JUNE 6, 2017

Before talking about building trust after a crisis, let’s at least mention the need to build trust with your clients and customers on an ongoing basis. Part of that will be in friendly and helpful service and part will be in integrity and honesty. Nature of the Crisis. Or if not, more likely to forgive faster.

Crisis 76

Crisis Publicity Policies Airlines 76

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. But they usually fall short as a company grows and sees a need for a more coordinated PR effort. Unfounded rumors are surfacing about the company.

Company 136

Company Interviews Reputation Privacy 136

Onclusive

NOVEMBER 8, 2023

Corporate Communications As companies grow, corporate communications become more important. Companies often hire specialized agencies on a project basis to assist with specific repositioning or market research. Crisis Communications There were some serious PR blunders in 2020. PR pros often review and edit when appropriate.

Training 195

Training Media Training Reputation Crisis Communications 195

PR in High Definition

AUGUST 27, 2019

And of course, the challenge with crisis situations is that seemingly minor incidents need to be handled correctly. It seems that many companies still have not learnt from Facebook’s hard lesson last year during the Cambridge Analytica scandal, as many media sources asked, “Where’s Zuckerberg?”

Crisis 72

Crisis How To Newspapers Reputation 72

Melissa Agnes

JANUARY 18, 2017

One important aspect of your organization’s successful crisis management, is being able to reach out to, and communicate with, all impacted and relevant stakeholders, in a timely and efficient fashion. Next steps for your crisis preparedness program. Who’s responsible for these communications?

Crisis Communications 100

Crisis Communications Crisis Communications Crisis Management 100

Melissa Agnes

NOVEMBER 10, 2014

Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out! Do you have a cyber-investigation company on speed dial? Operations.

Crisis 100

Crisis How To Crisis Management Exercises 100

Reputation Us

JUNE 1, 2023

How do you define reputation management and why do you think it’s important for companies of all sizes? Brand is what you say about your company. Reputation is what others say (or don’t say) about your company and/or your competition. This “enhancement” mitigates damage during a crisis, and ultimately protects the bottom line.

Technology 78

Technology Interviews Reputation Crisis 78

Onclusive

AUGUST 9, 2021

As companies grow, corporate communications become more important. Taking dry content like company policies and turning it into information that employees actually want to read requires a savvy communicator. Crisis Communications. Onclusive offers a proprietary media monitoring solution. Corporate Communications.

Training 370

Training Media Training Reputation Crisis Communications 370

Onclusive

AUGUST 22, 2017

Depending on the stage of the business, communications professionals are often tasked with creating messaging cards and positioning statements for the companies they represent. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read. Crisis Communications.

Media Training 397

Media Training Crisis Communications Conference Training 397

Sword and the Script

MAY 25, 2021

The research company polled 15,000 consumers across 15 markets, including the U.S. It substantiates the idea that when customers trust a business, they are more likely to take actions that benefit that business. According to the study: 90% are more likely to recommend that company to friends and family.

Brand 109

Brand Branding Survey Customer Service 109

5W PR

MAY 28, 2020

With a new situation at hand, companies everywhere have had to carefully and wisely plan their next marketing moves, in a way that wouldn’t cause a public outcry. With millions of people stuck in isolation, the best way to provide everyone with exemplary customer service is to show concern, care, and empathy.

Consumer 88

Consumer Exercises Crisis Customer Service 88

Newsfile

OCTOBER 24, 2023

As a PR professional, you are most likely focusing on trying to enhance your company’s reputation. PR professionals and investors agree the most significant benefit that accrues to companies with a positive corporate reputation is corporate brand loyalty. in the coming years.

Communications 52

Communications How To Corporate Training 52

Solo PR Pro

OCTOBER 16, 2018

Gayle Lynn Falkenthal, APR of the Falcon Valley Group , recommends: “Check all current plans and update for 2019, including your strategic communications plan, crisis communications plan, and anything else relevant. Depending on their sector, some clients might balk at creating a crisis plan. Rose of DKR Communications.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Social Media 62

Social Media Trends Media Instagram 62

NewsWhip

JUNE 14, 2023

Every year, they evaluate and rank the top companies worldwide by analyzing up-to-date reviews provided by real users. When I am in crisis monitoring mode, this is always my first and primary tool for gathering information and making recommendations.” – Aubrey Q.,

Leadership 78

Leadership Software Customer Service Small Business 78

Flack's Revenge

NOVEMBER 23, 2016

Please note that I am not writing just about customer service, product quality, security breaches or other kinds of fails; this blog is careful not to confuse these things with PR and crisis management thereof. The company botched one of the first rules of crisis response: avoid the drip, drip, drip of piecemeal information.

Wikipedia 120

Wikipedia Crisis Management Customer Service Crisis 120

5W PR

APRIL 9, 2024

Data breaches, security loopholes, and service breakdowns are just some crises that could send a tech firm into a frenzy. Although companies can’t foresee every potential catastrophe, they can certainly gear up for it. This document serves as a guide, outlining the course of action during a crisis.

Crisis Management 78

Crisis Management B2B Crisis Company 78

Polaris

JUNE 24, 2016

One-third of survey respondents claimed their company lost intellectual property due to a cyber attack and 36% of them believe the attack reduced their competitive advantage. Instead of coming clean about the hack when it happened in 2012, the company remained silent. How to Tell Your Customers about a Data Breach. #1

Communications 119

Communications How To Crisis Survey 119

Stuart Bruce

JULY 15, 2014

Yesterday, the Financial Times published the fifth FTSE350 Boardroom Bellwether survey which revealed that almost half the boards of the UK’s largest public companies have not discussed their social media strategies in the past 12 months.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Rock the Status Quo

MARCH 30, 2015

.” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.” It could be used for customer service, sure, but how about journalism?

Facebook 100

Facebook Customer Service YouTube Crisis Management 100

5W PR

SEPTEMBER 7, 2017

With the rise of social media, it’s easier than ever for brands and their customers to interact, and followers form opinions at the speed of text. How can companies embrace the authenticity trend in a way that works for their brand? This makes smart and effective communication more important than ever.

Trends 108

Trends Airlines Social Media Crisis 108

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. Voice of Customer.

Infographics 60

Infographics Customer Service Exercises Software 60

Shift Communications

NOVEMBER 16, 2017

Since the advent of the social media era, handling criticism has been one of the top requests made of PR professionals and agencies by brands and companies. Legitimate critics will complain about their experience in a way that reveals a discernible issue such as long wait times, poor customer service, etc. Do it quickly.

How To 84

How To Crisis Communications Crisis Customer Service 84

Bianchi Biz Blog

FEBRUARY 2, 2023

The model can be used to generate tweets, Facebook posts, and other types of social media content that can be used to promote products, events, and other aspects of the company. This can be especially useful for companies that need to create a large amount of social media content on a regular basis.

Automotive 81

Automotive Training Customer Service Data 81

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

It’s not alone among social media companies, but the brand has suffered from its casual and misleading response to the situation. Yet as often happens, the crisis gave Uber the chance to turn the corner on its troubles by replacing founder and CEO Travis Kalanick. But as the outcry grew, United changed its tack.

Airlines 180

Airlines Reputation Journalism Crisis 180

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Transparency. Brand humanization.

Social Media 156

Social Media Trends Media Instagram 156

Cision

JULY 27, 2017

It’s easier than we like to admit to become out of touch with what’s really happening in the marketplace, as well as what the image of our company is. Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management. The past is gone; let it go.

Brand 231

Brand Branding Employee Data 231