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 social media manager loses their temper in a customer service post on Facebook. But, are they a crisis? How to avoid a public relations crisis. Not necessarily.

Social Media 239

Social Media Crisis Training Media 239

Prohibition

DECEMBER 9, 2021

In the midst of a crisis, reputations that have been so hard to build can be easily destroyed and the effects can be hard to undo. It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. How to prepare and fix a PR crisis. This is where effective PR crisis management comes in.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

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. Five crisis PR first responses. As of this post, it has reclaimed $134B in lost market value. Facebook dodges blame. DeleteFacebook quickly became a trending topic.

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

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! Marketing / Pr / Communications. Customer service.

Crisis 203

Crisis How To Exercises System 203

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

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. What is a crisis?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Onclusive

NOVEMBER 8, 2023

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. If those PR boo-boos didn’t show us the importance of having a crisis communications plan in place, we’re not sure what will.

Training 195

Training Media Training Reputation Crisis Communications 195

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

Onclusive

AUGUST 9, 2021

It’s not uncommon for specialized agencies to be hired on a project basis to help with specific repositioning or market research. Crisis Communications. If those PR boo-boos didn’t show us the importance of having a crisis communications plan in place, we’re not sure what will. Event & Experiential Marketing.

Training 370

Training Media Training Reputation Crisis Communications 370

Contently - Strategy

AUGUST 11, 2022

When these words start to appear, conventional wisdom tells businesses to cut their marketing budgets. As multiple researchers have found over decades of studies, stopping your marketing efforts during tough times is a mistake. How content marketing leads to meaningful ROI. It turns out that advice is dead wrong.

Content Marketing 138

Content Marketing Marketing Strategy Consumer 138

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! Marketing / Pr / Communications. Customer service.

Crisis 100

Crisis How To Crisis Management Exercises 100

Onclusive

AUGUST 22, 2017

It’s also common for specialized agencies to be hired on a project basis for repositioning or when market research is required. Crisis Communications. If this year’s PR boo-boos didn’t show us the importance of having crisis communications strategies in place, we’re not sure what will. Event & Experiential Marketing.

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

Brand 109

Brand Branding Survey Customer Service 109

Reputation Us

JUNE 1, 2023

Blue Ocean: Your firm, ReputationUs, states that “We enhance the reputation that precedes your organization, before a crisis defines your organization.” Casey: Too often companies and leaders wait for a crisis to adversely impact the core of their organization before they finally focus on the reputational ramifications.

Technology 78

Technology Interviews Reputation Crisis 78

Reputation Us

SEPTEMBER 7, 2016

The Credit Union Times interviewed CU crisis experts, including LT Public Relations ‘s Casey Boggs, for the August 31st cover story (below), “Credit Union Crisis Planning Essential.” Credit Union Crisis Planning Essential. Trying to communicate a crisis without a plan is like trying to float a boat with holes.

Crisis 60

Crisis Crisis Communications Insurance Insurance 60

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. This will be one to watch for marketeers working across both platforms as the rollout will crucially flop or fly in coming months. Facebook becomes the customer service go to for consumers.

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. This will be one to watch for marketeers working across both platforms as the rollout will crucially flop or fly in coming months. Facebook becomes the customer service go to for consumers.

Social Media 62

Social Media Trends Media Instagram 62

5W PR

MAY 28, 2020

It has been a few weeks since marketing teams all across the world have started to cover new ground and tackle the new challenges that this pandemic has presented them with. 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.

Consumer 88

Consumer Exercises Crisis Customer Service 88

PR 20/20

JANUARY 14, 2021

Like, for example, a new start for your marketing technology (martech) stack. And with 8,000+ solutions on the market, it might seem a bit daunting. Note that a few of these are agency partners or benefactors of Marketing AI Institute , our sister brand. 10 Marketing Technologies We Can’t Live Without.

Technology 65

Technology Marketing Tools Google 65

NewsWhip

JUNE 14, 2023

When I am in crisis monitoring mode, this is always my first and primary tool for gathering information and making recommendations.” – Aubrey Q., Anonymous User in Marketing and Advertising “Simple UI; easy to use. Very rapid capturing of recently published content – faster than others in my experience.

Leadership 78

Leadership Software Customer Service Small Business 78

Critical Mention

JANUARY 30, 2019

If you work in public relations or marketing—or in the business world generally—you have likely heard about several major developments in the media monitoring marketplace. When you are monitoring important media coverage—whether it’s a crisis or an especially impactful brand story—getting results quickly is absolutely critical.

Media 60

Media Marketing Analytics Television 60

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. Cris es – Be Prepared.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

Newsfile

OCTOBER 24, 2023

By Melissa Strle The worldwide public relations market is valued at approximately $107 billion U.S. Avoiding PR communication mistakes in this important market is paramount for PR pros. Furthermore, when customers trust brands, they are 59% more likely to buy the brand’s products. dollars in 2023. in the coming years.

Communications 52

Communications How To Corporate Training 52

Cision

OCTOBER 10, 2015

But what happens when brands don’t pay attention to what’s being said about their products and services online? They lose their customers. Follow the lead of the 37 percent of marketers who are already actively listening on social media to keep customers coming back to your brand, rather than running away from it.

Social Media 120

Social Media Brand Branding Customer Service 120

5W PR

SEPTEMBER 7, 2017

Authenticity” has become marketers’ favorite buzzword, and brands are now expected to always be honest and transparent in their efforts to connect with consumers. It’s a big ask for brands to take on transparency: as a Forbes article from earlier this spring argued, “…the irony here is that marketing, by nature, isn’t really authentic.

Trends 108

Trends Airlines Social Media Crisis 108

Stuart Bruce

JULY 15, 2014

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Marketwired

JANUARY 26, 2016

I reached out on Twitter and I received a prompt response, but they pointed me to a form on their website to create a customer service ticket. Instead of a neutral or positive experience with the product, poor customer service ignited negativity and hostility toward the brand. I needed help and I needed it fast.

Brand 100

Brand Branding Customer Service Reputation 100

Ronn Torossian

AUGUST 4, 2018

Being successful on channels like Twitter today isn’t just about delivering exceptional customer service and useful content. While social media is one of the powerful PR tools in the digital world, it’s also one of the most difficult avenues for modern brands to understand.

Twitter 199

Twitter Customer Service Social Media Tools 199

5W PR

MAY 27, 2024

In an age where brands are always in the public eye, a single misstep can rapidly escalate into a crisis, harming trust and tarnishing reputation. However, armed with the right crisis PR strategy, brands can not only weather these storms, but also come out stronger. Customer loyalty Customers are at the heart of every business.

Crisis Management 88

Crisis Management Crisis Brand Branding 88

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. And yet it hasn’t. Litmus test?

Infographics 60

Infographics Customer Service Exercises Software 60

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. To help you create your social media marketing strategy, we have 15 of the top social media trends you need to follow in 2019!

Social Media 156

Social Media Trends Media Instagram 156

Cision

MAY 26, 2016

A few of my favorite examples of content that delights, in no particular order, are: PNR with This Old Marketing – This is a great content marketing podcast hosted by Joe Pulizzi and Robert Rose. Figure out what it’s about (marketing, sales, customer service, elephants?). It’s, well, delightful.

Analytics 200

Analytics Energy Google Data 200

Cision

MAY 18, 2015

This is a big deal for PR practitioners and marketers as Altimeter reports that a quarter of all social media falls under the purview of communication , and another 40 percent is the responsibility of marketing. Event detection, issue and crisis management. Trend and market research plus campaign monitoring.

Customer Service 120

Customer Service Social Media Analysis Data 120

PR 20/20

AUGUST 22, 2017

At times, working in a marketing department can feel like being on trial. HubSpot’s 2017 State of Inbound Marketing annual report asked marketing teams about their top challenges. The primary reason I’ve seen inbound marketing programs get squashed is not lack of resources, lack of data or lack of success, but lack of buy-in.

Marketing 87

Marketing Resources Technology Internal 87

Cision

JULY 27, 2017

Usually, brand perception falls under the realm of your marketing team, but it’s important for you and other leaders to be tapped into how consumers view your business. Not knowing this, you give the okay to move in a direction to attract more customers rather than committing energy to doing crisis management.

Brand 231

Brand Branding Employee Data 231

Bianchi Biz Blog

FEBRUARY 2, 2023

To help our followers in the automotive and mobility PR and marketing sector, we wanted to offer some practical observations. The model can be used to generate press releases, product descriptions, and other types of marketing materials quickly and easily. There’s no question that it could change the way we work.

Automotive 81

Automotive Training Customer Service Data 81