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. 73% are willing to pay more for the product or service. Image credits: Unsplash and Marketing Charts.

Brand 111

Brand Branding Survey Customer Service 111

ImPRessions - Crenshaw Communications

MAY 15, 2018

Five crisis PR first responses. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke. While the speed was admirable, the content of the message and its tone were less successful, given the complicated nature of the data privacy issues involved.

Crisis 136

Crisis Privacy Airlines Facebook 136

Sword and the Script

APRIL 23, 2019

This leads me to wonder if the answers had been organized into a more traditional marketing framework – awareness, brand building, leads, conversion and loyalty – if the results would have shown greater alignment. Indeed, the best marketing already adopts the more relatable aspects of communications and PR.

Technology 130

Technology Study Communications Survey 130

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. Advertising and marketing people might have used to have control. c) Donald Steel.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

ImPRessions - Crenshaw Communications

JUNE 7, 2018

This means that a customer service or PR team must recognize the difference between an anonymous troll with a miniscule following and a legitimate customer or influencer. This is particularly true when the situation is as legally and technically complicated as the data privacy scandal. When the SEO isn’t good.

SEO 227

SEO Privacy Crisis Crisis Management 227

Waxing UnLyrical

MARCH 9, 2016

Who on earth in public relations, marketing or social media would hire me?! My area of interest is in crisis communication. I checked my email, and Elliott from Customer Service at Instagram had messaged me back telling me to give the email address tied to the account. Learnings from social.

Instagram 40

Instagram Privacy Guidelines Social Media 40

Waxing UnLyrical

MARCH 9, 2016

Who on earth in public relations, marketing or social media would hire me?! My area of interest is in crisis communication. I checked my email, and Elliott from Customer Service at Instagram had messaged me back telling me to give the email address tied to the account. Learnings from social.

Instagram 32

Instagram Privacy Guidelines Social Media 32