ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. Good PR and great customer service have never been more intertwined. A business can spend millions on brand reputation and community service. It can employ high-powered PR agencies. Use automation wisely.

Customer Service 136

Customer Service Insurance Insurance Banking 136

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. CSR #customer. Misery” as a Business Strategy.

Airlines 60

Airlines Travel Customer Service Crisis 60

5W PR

SEPTEMBER 7, 2017

Whether it’s a simple customer service issue, or a large-scale communications crisis, addressing issues honestly wins consumers’ trust. Organizations from the MTA to United Airlines have learned this the hard way. A mismatched partnership may detract from your brand’s trustworthiness. Honesty is always the best policy.

Trends 108

Trends Airlines Social Media Crisis 108

5W PR

JUNE 6, 2017

If the crisis is something like your airline employees dragging someone out of his seat and off the flight because of a company policy. After that, increasing customer service ideas and implementing those should eventually get you back in good grace. Once trust has been violated, it’s always more difficult to gain it back.

Crisis 76

Crisis Publicity Policies Airlines 76

Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Prohibition

DECEMBER 17, 2021

United Airlines initially maintained that its decision to remove the passenger was justified. Through those events and subsequent discussions, it became clear that United Airlines’ policies surrounding overbooking flights and situations involving non-compliant passengers (as well as their customer service) required significant improvement.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

NewsWhip

JUNE 10, 2021

It comes down to every customer service interaction. The Miracle on the Hudson, United airlines. Are you involved with that or does that get outsourced to other departments, or are you guiding that, or is there a PR agency involved? Chris: We have to be aware of everything, quite frankly. They took off as planned.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78