Cision

DECEMBER 4, 2017

As much as social media followers love to praise your brand, they won’t hesitate to criticize your actions if they have a good reason. Thus, it has the potential to bring your marketing and branding strategy to its knees in just a few hours. In fact, you can turn a brand crisis into a PR success if you act fast swiftly.

Crisis 271

Crisis Brand Branding How To 271

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

In today’s volatile media and social environment, brand reputation is fragile. But when it comes to most types of reputation crises, they are decidedly unwelcome. According to the World Economic Forum , more than twenty-five percent of a company’s market value is directly attributable to its brand reputation.

Reputation 130

Reputation Viral Employee Customer Service 130

ImPRessions - Crenshaw Communications

AUGUST 2, 2017

As all PR and social media pros know, a brand’s digital presence is both very powerful and very fragile. A flippant attitude or a risky tweet can take a brand even further. The fast-food brand is famous for its sassy social media voice, and what’s more, its strategy has won it praise and coverage in mainstream media.

Social Media 136

Social Media Brand Branding Airlines 136

ImPRessions - Crenshaw Communications

MAY 22, 2017

Some say the goal of a great PR program should be to build brand reputation, while sales and marketing actually drive sales. There are many ways to use PR initiatives to add depth, color, and cohesion to the building blocks of brand identity. Generating credibility for the brand message. Showing a brand’s humanity.

Brand 185

Brand Branding Marketing Wireless 185

NewsWhip

NOVEMBER 2, 2021

We discussed our latest brand crisis research around misinformation, worker strikes, and vaccine mandates and the key features of public and media interest during the October episode of the NewsWhip Pulse. Reaching out to the key news sources to correct the record early on is paramount to effectively manage misinformation directed at a brand.

Crisis 78

Crisis Brand Branding Airlines 78

The Proactive Report

JANUARY 5, 2015

In his article for Forbes, Jonathan Salem Baskin points out that most crisis do not erupt overnight: C ontrary to the notion that reputations can be ruined in an instant, most crises are months or years in the making. And he says that you probably already know why your brand might be the subject of the reputation crisis in the future.

Reputation 100

Reputation System Employee Airlines 100

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. Other Airlines Prey on Parent Emotions Too.

Airlines 60

Airlines Travel Customer Service Crisis 60

NewsWhip

JUNE 10, 2021

Building a framework for reputation management: Christopher Rivera @ Samsung. Christopher Rivera, Director of Reputation & Risk, Samsung Electronics America. Chris Rivera has led as the Director of Reputation & Risk at Samsung Electronics America for more than three years. The reputation and risk landscape| Jump to text.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

ImPRessions - Crenshaw Communications

APRIL 10, 2017

As of midday Monday, the airline had issued the following statement. According to other passengers on the flight, the airline said it needed four seats to fly its own employees to Louisville. But airlines typically negotiate for volunteers before the flight is boarded, not after they’re seated on the plane.

Airlines 159

Airlines Hotels Reputation Crisis 159

ImPRessions - Crenshaw Communications

AUGUST 9, 2017

2017 has seen its share of public relations hits and misses, and staying on the “hits” side of the ledger is linked with maintaining brand trust. Brands keep finding ways to do well by doing good. Other brands, like United Airlines, have worked to repair a loss of trust. Companies like Yum!

Brand 160

Brand Branding Film Internal 160

ImPRessions - Crenshaw Communications

DECEMBER 18, 2017

Armchair PR experts get lots of mileage from critiquing crisis management by major brands and businesses this time of year. But in the spirit of fair play, here are some examples of reputation management that succeeded in 2017. But in the spirit of fair play, here are some examples of reputation management that succeeded in 2017.

Crisis Management 149

Crisis Management Crisis Airlines Viral 149

Solo PR Pro

FEBRUARY 7, 2023

In a recent episode of That Solo Life: The Solo PR Pro Podcast , hosts Karen Swim and Michelle Kane discuss the nightmare that was Southwest Airlines’ system failure over the holidays. In the case of Southwest Airlines, more than 16,000 flights were canceled over the recent holiday season, in part due to severe winter weather.

Airlines 58

Airlines System Reputation Travel 58

Melissa Agnes

APRIL 15, 2014

Although some may say this is good publicity, I can bet that senior management over at the airline is in entire disagreement – as are TONS of their customers. Why is it so often that we find airlines at the heart of published gaffes and thoughtless (with major repercussions) posts to social media? Vet, test and train.

Airlines 243

Airlines Case Study Policies Reputation 243

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

Yes, 2017 feels like a lifetime ago, given our breakneck news cycle, but there were plenty of public relations lessons over the year for big brands and business categories. Here’s a look at those who came out on top, and others who took a reputation beating last year. United Airlines. The Winners.

Airlines 180

Airlines Reputation Journalism Crisis 180

Burrelles Fresh Ideas

JANUARY 16, 2024

Think of the brands you deal with daily. People are more likely to trust and connect with a brand or organization that is genuine and transparent in its communication. When brands and individuals communicate openly, honestly, and transparently, they build a foundation of trust that withstands challenges and crises.

Crisis 84

Crisis Airlines Crisis Communications Social Media 84

Presspage

MAY 29, 2017

The violent removal of a passenger from an overbooked United Airlines flight triggered an outraged public to post heated comments all over the media. Hundreds of earlier incidents with involuntary deplaning resulted in conflicts between airlines and passengers. At United Airlines, this was all clearly absent.

Journalism 79

Journalism Airlines Brand Branding 79

David PR Group

MAY 20, 2019

The planes have been grounded until further notice, and American Airlines, for example, has cancelled all 737 Max flights through August 19. (If When airlines have brand and image problems, they have a couple go-to solutions which won’t work for Boeing. See Two Seats Away From Not Hating Delta Airlines.

Airlines 90

Airlines Travel System Reputation 90

ImPRessions - Crenshaw Communications

SEPTEMBER 13, 2017

Here are some of the reputation “winners” born amid the chaos of the storms. Airlines are typically victims of a weather disaster, or occasionally, villains who are forced to make things worse by canceling flights. And like any disaster, the hurricanes created heroes, from first responders to small businesses.

Airlines 149

Airlines Reputation Local Policies 149

ImPRessions - Crenshaw Communications

MARCH 21, 2017

But while competitors may be sharpening their knives for Uber while the brand is down, there are some concrete steps a company can take to mitigate a crisis, rehabilitate its image and even emerge from the ashes stronger than ever. JetBlue also continues to rank highest in customer satisfaction in its airline segment.

Airlines 136

Airlines Reputation Product Launch Crisis 136

Shift Communications

JANUARY 22, 2018

Many social media crises, such as brands saying something inappropriate, stem from failures of integrity. United Airlines failed a test of results and skills when it broke Dave Carroll’s guitar in luggage handling, then failed a lack of courage in its response. Failure of transparency , of not revealing pertinent information.

Crisis Communications 98

Crisis Communications Crisis Reputation Communications 98

ImPRessions - Crenshaw Communications

JUNE 28, 2017

We admire brands that leverage good opportunities into great ones. The ultimate feel-good story: a baby was born mid-flight on Spirit Airlines. Best of all was the airline’s quick PR thinking as it announced that young Christoph Lezcano will fly free every year on his birthday for life. Now, that’s the Spirit. .

Airlines 147

Airlines Insurance Insurance Viral 147

ImPRessions - Crenshaw Communications

AUGUST 22, 2018

The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service. But a reputation can unravel quickly when a public-facing employee mistreats a customer.

Customer Service 136

Customer Service Insurance Insurance Banking 136

David PR Group

APRIL 8, 2019

First, Southwest Air lines , typically a reputational darling, got dinged for its handling of passenger complaints following the grounding of the Boeing 737 Max 8 aircraft. In each case, the company wasn’t the source of the original problem, but how they responded caused damage to their reputations. . Be quick . Do what you say .

Crisis 57

Crisis Airlines Reputation Travel 57

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

” It seems unlikely that any business would try to rebrand in two days (and the rumors have been floating for at least that long), but no brand image expert could blame Weinstein senior management for wanting to distance the company from the name. A rebranding can be part of a smart strategy for moving past a reputation crisis.

Crisis 136

Crisis Airlines Reputation Internal 136

ImPRessions - Crenshaw Communications

APRIL 21, 2017

The provocative mix is definitely food for thought for anyone responsible for brand reputation. The Fox News brand has taken some major reputation hits even before the departure of Roger Ailes last summer. Of course, that happened in the end, but like the CEO of United Airlines, Spicer made it hard for himself.

Airlines 136

Airlines Comparison Facebook Video 136

Cision

MAY 25, 2017

This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. A brand is made up of the people who represent it. In the age of social media, brands are quick to try to distance themselves from employees on social media. Even just listening for your brand mentions can dig up surprises.

Employee 129

Employee Brand Branding Policies 129

ImPRessions - Crenshaw Communications

JUNE 26, 2019

Being the steward of a company’s image and reputation comes with the job. But most chief executives aren’t rockstars, and they don’t necessarily embrace a role as brand spokesperson. If the company’s reputation is in jeopardy, its CEO becomes the chief emergency officer by default. Here are some of the most common. .

Trade Shows 271

Trade Shows Leadership Airlines Corporate 271

Melissa Agnes

JUNE 3, 2014

Making communications between your organization and its stakeholders more personal and memorable is so important – for marketing, brand awareness and crisis preparedness. There are two reasons that made “United Breaks Guitars” a crisis for United Airlines, rather than an issue: Remember!

Airlines 206

Airlines Crisis Wikipedia Social Media 206

Reputation Us

FEBRUARY 3, 2016

We recently connected with Matt Purvis, the brains behind Purvis Management , a branding agency that focuses on delivering tangible action to brand theories and ideas. Matt shared how he helps credit unions do more than polish their logo, but change their entire culture to reflect the desired brand image. If so, what is it?

Brand 60

Brand Branding Airlines Retail 60

David PR Group

AUGUST 17, 2017

The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce. Conservative commentator Ann Coulter caught considerable heat recently for her online tantrum about Delta Airlines. They scolded her.

Airlines 54

Airlines Reputation Customer Service Social Media 54

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

The conversation is public, so onlookers can see that someone’s home and someone cares, which helps a brand’s reputation. According to a study by Lithium Technologies, 72 percent of customers who complain on Twitter expect the brand to respond within one hour. Be human, not robotic. Respond immediately.

Social Media 159

Social Media Media Airlines Customer Service 159

Burrelles Fresh Ideas

MAY 23, 2023

Major airports experience increased passenger volumes, and airlines may offer more flights and vacation packages to cater to the demand. In response, hotels and airlines are implementing eco-friendly practices and promoting sustainable tourism initiatives.

Travel 40

Travel Tourism Airlines Hotels 40

Shift Communications

OCTOBER 4, 2017

It often takes decades to build a strong, respected brand. United Airlines learned this the hard way; a PR disaster struck when video footage of a passenger being forcibly dragged off a flight created a media firestorm, which consequently damaged their brand reputation and impacted stock value.

Airlines 87

Airlines Financial Film Viral 87

MaccaPR

SEPTEMBER 7, 2017

“We don’t want brands talking at us as if we are dollar signs,” warns Kevan Lee, director of marketing for the social media publishing company Buffer. Our agency has seen that voice styles for branded social media accounts generally fall into two categories, which we refer to as “informational” and “conversational.”. Let’s continue!

Social Media 66

Social Media Brand Branding Media 66

Prohibition

DECEMBER 17, 2021

A crisis occurs when there is a severe risk or threat to the reputation, business, and organisational viability. A crisis can negatively impact your brand and reputation on multiple levels if it’s left unaddressed. Crisis communications is an important aspect to tackle as a business owner.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Prohibition

DECEMBER 9, 2021

Brands and businesses know how important it is to protect their reputation. 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. Here are five ways that your company and brand should prepare for a PR crisis. Create a written crisis plan.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

PRSay

NOVEMBER 2, 2017

Nearly a decade ago, the PRSA Foundation sponsored research that found only 23 percent of graduate business schools consistently provide instruction in reputation management, corporate communications and related ethical dimensions. Oppe begins with branding and helps students craft their personal narrative.

Communications 116

Communications Case Study Training Reputation 116