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

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note? 3 absolute must-do’s to help make your 2015 crisis-free. But let’s not be fooled.

Crisis 100

Crisis Exercises Customer Service Training 100

Onclusive

AUGUST 9, 2021

Media Training. With the reach of today’s media formats and the explosion of publications, media training is important for a much larger number of people in an organization. PR professionals are now responsible for training a growing number of executives. Crisis Communications. Executive Thought Leadership.

Training 370

Training Media Training Reputation Crisis Communications 370

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

Onclusive

AUGUST 22, 2017

Media Training. Particularly time consuming for PR people at startups who must train a quickly growing number of C-Suite executives and first-time founders, media training is a must for anyone who will be in contact with the press. Crisis Communications.

Media Training 397

Media Training Crisis Communications Conference Training 397

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

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

Reputation Us

MARCH 31, 2021

Participating WBA member banks in the IRP will receive customized services, including: Cyber insurance policy review and recommendations. Crisis communications plan for data security incidents. Customized incident response plan. Review of crisis communications plan. Data security regulatory environment.

Insurance 78

Insurance Insurance Banking Crisis Communications 78

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

Cision

OCTOBER 10, 2015

Respond quickly to questions and concerns to highlight your brand’s top-notch customer service and keep current customers from looking at other pastures. Make alerts to track whether or not certain issues repeat over time to avoid a full-blown social media crisis. Pay close attention to complaints.

Social Media 120

Social Media Brand Branding Customer Service 120

Bianchi Biz Blog

FEBRUARY 2, 2023

Also, for companies that receive a high volume of customer service requests, ChatGPT can be used to generate customer-facing responses and support. Also, responses can be subject to bias if the training data used to train the model is biased. And sometimes, it’s just plain wrong.

Automotive 80

Automotive Training Customer Service Data 80

Newsfile

OCTOBER 24, 2023

Try using the following methods.

Communications 52

Communications How To Corporate Training 52

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

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4). Guest Post by Karen Freberg.

Crisis Communications 40

Crisis Communications Social Media Crisis Communications 40

5W PR

APRIL 9, 2024

Crisis management blueprint The foundation of public relations crisis preparedness is a detailed crisis management blueprint. This document serves as a guide, outlining the course of action during a crisis. Crisis management team Put together a dedicated squad responsible for PR crisis management.

Crisis Management 78

Crisis Management B2B Crisis Company 78

Deirdre Breakenridge

OCTOBER 20, 2015

How can I improve my teaching to better train my students? Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications. Among programs that do incorporate digital training, social media is typically listed as an elective. I took it as an elective.”

Education 150

Education Training Course Social Media 150

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. Media training is one of the key benefits that a professional agency provides. A company crisis is looming.

Company 136

Company Interviews Reputation Privacy 136

Waxing UnLyrical

APRIL 11, 2012

Invest in getting your spokesperson(s) media trained. Getting media trained helps you stay on message and bridge back to you talking points without sounding like a robot or some disingenuous suit – a *big* problem to avoid when you’re in crisis mode. Take the time to develop a crisis communications plan.

Media Training 70

Media Training Crisis Training Crisis Communications 70

NewsWhip

JUNE 10, 2021

Differences between risk & crisis | Jump to text. Deploying crisis management teams | Jump to text. It comes down to every customer service interaction. So I think what you start to do is, and we’ve trained our teams in visual decision-making. Talking Points. Defining risk | Jump to text. That is a risk.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Waxing UnLyrical

APRIL 10, 2012

I even emailed customer service and was told my order would arrive on time. Have extra staff on hand or on call, especially customer service representatives (and I mean trained customer service staff, not just your neighbor down the street). I was frustrated and concerned. Loves them.

Small Business 106

Small Business Customer Service Facebook Retail 106

Engage PR

JANUARY 6, 2018

A smart social strategy can help businesses develop lead generation, build brand awareness, drive customer acquisition and attract high performing talent. And as a customer service tool it can get critical messages out to the masses quickly when dealing with any crisis comms.

Social Media 60

Social Media Strategy Media Survey 60

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

The explosion of digital and social media has made every aspect of corporate reputation―from customer service to CEO behavior―relevant to brand image, and therefore to PR. They must offer ideas and inspiration, not just great products and services. Everything is measurable and measured.

Trends 124

Trends SEO Leadership Print 124

Prohibition

DECEMBER 17, 2021

When a crisis hits the news, we are reminded of a valuable lesson: that companies and businesses often have to act fast in order to prevent further damage from taking place. Crisis communications is an important aspect to tackle as a business owner. This guide is written to assist in every aspect of crisis communication.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Sword and the Script

FEBRUARY 5, 2019

For example, bring your PR and customer service teams into the advertising planning process. Part of the reason people lose their minds about customer service on social media is pure frustration. If you identify possible criticisms in advance, you are better prepared to deal with them when they occur.

Advertising 60

Advertising Advertising Social Media Twitter 60

PR Fuel

DECEMBER 11, 2018

Below are some thoughts on employees, and the “boring” work of creating a business that succeeds with both engaged customers and employees – enjoy! Hiring the Right Customer Service Agents to Represent Your Brand. Your customer service agents are your front line employees. Probably not.

Training 40

Training Employee Customer Service Crisis 40

Sword and the Script

JULY 2, 2019

To me this just moves the data collection around a little bit on the website, but one place I have seen this work pretty well is the connection to customer service. Now I’m a customer, I used the same channel for support, which has made it all fairly seamless for me. h) Crisis Management – Q&A with a PR Pro via TVEyes.

Trends 60

Trends Media Report Technology 60

Norton's Notes

OCTOBER 13, 2014

It’s interesting to read that brand awareness and reach is the the primary reason that those surveyed want to invest in social media (87%), followed by customer service (51%). In line with this, content creation (58%), blogger outreach (53%) and digital crisis management (48%) are the most popular services on demand from PR agencies.

Digital PR 45

Digital PR Trends Training Media Training 45

Shift Communications

DECEMBER 4, 2015

Not only was I a barista, but also a baker, janitor, team lead, sandwich artist, business adviser and customer service guru. When you have a sudden change of plans, or a crisis that needs to be addressed, stop what you are doing and re-focus your attention completely. As a PR professional, the same rule applies.

Crisis 60

Crisis Customer Service System Local 60

prTini

JANUARY 15, 2016

How do you deliver exceptional, quick customer service while also exceeding the marketing-promotion and revenue-generating goals? If that person has less social media experience, we can also provide coaching and training to help the client build capacity internally. Client sets marketing strategy, agency applies online.

Community 28

Community Agency Internal International 28

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. Our crisis communications plan consist of pre-event, event, and post-event reporting guidelines and information. Read All About It!

Social Media 61

Social Media Media Crisis Energy 61

Karen Freberg

JUNE 14, 2018

We have to be content creators, storytellers, managers, crisis professionals, data analysts, disruptors, entrepreneurs, strategists, writers, researchers, community managers, customer service representatives, and experts in personal branding. We are expected to do everything under the sun it seems like.

Social Media 43

Social Media Media Community Sports 43

Waxing UnLyrical

NOVEMBER 22, 2010

I was being tongue-in-cheek, of course, and they had some good answers (about how agencies can help you scale, and can help you in times when crisis communications are necessary). better, more responsive customer service, or fundraising, or reaching younger stakeholders, etc.). Read All About It!

Community 82

Community Publicity Web Social Media 82

PR News

JULY 20, 2016

Sand between your tanned toes and the relaxing sound of waves hitting the shore. Happy hour that begins at 4pm (it’s 5’oclock somewhere). Visiting new places. Dealing with crowds (literally, being able to deal with crowds). Such are the joys of summer. It’s enough to make you forget what’s going on back at the office.… … Continued.

Blogging 52

Blogging Communications Customer Service Crisis Management 52

PR News

JULY 20, 2016

Sand between your tanned toes and the relaxing sound of waves hitting the shore. Happy hour that begins at 4pm (it’s 5’oclock somewhere). Visiting new places. Dealing with crowds (literally, being able to deal with crowds). Such are the joys of summer. It’s enough to make you forget what’s going on back at the office.… … Continued.

Blogging 48

Blogging Communications Customer Service Crisis Management 48

Cision

MAY 3, 2017

The $776 million loss in market capitalization from a stock falling 2% will get most airline CEOs out of bed and into the boardrooms, discussing how to prevent this crisis from happening to them. This is the new paradigm airlines are going to have to live in. You can’t forcibly relocate people from their seats.

Airlines 137

Airlines How To Engineering Radio 137

Prohibition

AUGUST 4, 2021

Prohibition PR offers a range of services that will help you address issues as they arise, including crisis communications and media relations advice, content creation, social media monitoring, SEO analysis and more. As soon as negative information about a brand is shared on the Internet, its customers can lose faith in it.

Reputation 62

Reputation Company Engineering Banking 62