Shift Communications

JANUARY 22, 2018

To develop a more effective crisis communications strategy, we need to understand trust. We’ve broken trust with our stakeholder audiences – investors, customers, employees – by saying or doing the wrong thing. Failure of credibility , an inability to convince others or be perceived as believable. Christopher S.

Crisis Communications 98

Crisis Communications Crisis Reputation Communications 98

Prohibition

DECEMBER 17, 2021

Crisis communications is an important aspect to tackle as a business owner. 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. What is crisis communication?

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

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 Crisis Reputation 159

ImPRessions - Crenshaw Communications

MAY 31, 2017

As video of United Airlines passenger Dr. David Dao being violently dragged from his seat went viral, the media – and a global audience of prospective customers – were horrified. United’s reputation storm came just days after brand Pepsi weathered a different kind of eruption. Empower employees.

Crisis 180

Crisis Airlines Brand Branding 180

ImPRessions - Crenshaw Communications

JUNE 26, 2019

Forty-four percent of 210 CEOs surveyed said their most important communication goal for 2019 was to sell the company’s products and services, and 60% said they were unlikely to speak out about any social issue. Being the steward of a company’s image and reputation comes with the job. Here are some of the most common. .

Trade Shows 271

Trade Shows Leadership Airlines Corporate 271

Cision

DECEMBER 4, 2017

United Airlines came under fire for forcefully dragging a passenger out from the overbooked flight number 3411 as a video recording of the incident went viral on social media. All of this happened because United Airlines chose to ignore the gravity of the situation. Communicate With Internal Stakeholders. HugOps [link].

Crisis 271

Crisis Brand Branding How To 271

PRSay

DECEMBER 2, 2020

Gordon Johndroe , vice president of global media relations and public affairs for the Chicago-based aircraft manufacturer, spoke to members of PRSA’s Corporate Communications Section in the Nov. On rebuilding Boeing’s reputation: I don’t want to talk too much about it until the MAX is safely flying again. We were playing catchup.

Crisis Management 107

Crisis Management Crisis Crisis Communications Airlines 107

Barokas

AUGUST 22, 2019

Company culture rests on the values every employee brings with them to the office each day. It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies. When your customers believe in your organization like your employees do, it means more business. New research from Inc.

Customer Service 84

Customer Service Company Strategy Communications 84

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. 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.

Customer Service 136

Customer Service Insurance Insurance Banking 136

Sword and the Script

NOVEMBER 7, 2023

Propel releases AI-based “media war room”; Muck Rack has AI recommending reporters to PR; PRophet partners to bring influencer marketing and media alerts; Did you know Gartner has a Market Guide for Employee Communications? Generative AI may get all the attention these days, but it’s not the only “kind” of AI.

Employee 141

Employee Software Survey Tools 141

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. A successful narrative doesn’t have to be about a Bezos or a Branson, but it does usually need to involve people – customer testimonials, community impact, employee motivation.

Brand 185

Brand Branding Marketing Wireless 185

ImPRessions - Crenshaw Communications

JUNE 28, 2017

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. And it’s good timing; the airline industry has suffered its share of negative news all year.

Airlines 147

Airlines Insurance Insurance Exercises 147

Melissa Agnes

JUNE 3, 2014

Social media and the online landscape provide unique communication opportunities for individuals and organizations. Making communications between your organization and its stakeholders more personal and memorable is so important – for marketing, brand awareness and crisis preparedness. Ah, what an awesome and important question!

Airlines 206

Airlines Crisis Wikipedia Social Media 206

ImPRessions - Crenshaw Communications

OCTOBER 13, 2017

A rebranding can be part of a smart strategy for moving past a reputation crisis. The low-cost airline Valujet became AirTran after a fatal crash that was found to be the result of negligence. No rebranding can rebuild a reputation if the would isn’t disinfected and treated. To hasten the end of a reputation crisis.

Crisis 136

Crisis Airlines Reputation Internal 136

ImPRessions - Crenshaw Communications

AUGUST 9, 2017

Other brands, like United Airlines, have worked to repair a loss of trust. We all know about the importance of authentic brand communications. Companies have to first instill brand values to their own employees and within a workplace culture before conveying those values in brand communications. Companies like Yum!

Brand 160

Brand Branding Film Internal 160

NewsWhip

NOVEMBER 2, 2021

Major food producers have been at the front of employee-led strikes from the last few months, with Nabisco, Frito-Lay, and Kellogg’s being mentioned as examples during the webinar. Typically intentions of striking are announced a few weeks in advance, but then engagement with the employee strike tends to peak during the event itself.

Crisis 78

Crisis Brand Branding Airlines 78

ImPRessions - Crenshaw Communications

DECEMBER 26, 2019

Yes, it’s that time of year when we evaluate the mistakes, stumbles and train wrecks of public reputation over the past 12 months. But for this post we’re focusing on truly terrible reputation reversals compounded by poor handling. Boeing’s reputation disaster. Below is my list for the year’s worst.

Real Estate 156

Real Estate Reputation System Sports 156

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

Reputation Us

MAY 12, 2020

As the president of ReputationUs and with 28 years of experience behind me, I have been striving to refine the art of managing corporate reputations during a crisis into a well-honed specialty. You will see how good your communications, strategy, infrastructure and reputation are, and what needs to change. Expose them.

Crisis 78

Crisis Financial Banking Crisis Management 78

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. Their sensor technology and ability to communicate will accelerate and magnify the changes we are already seeing.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

David PR Group

AUGUST 17, 2017

Conservative commentator Ann Coulter caught considerable heat recently for her online tantrum about Delta Airlines. She felt wronged by Delta, yet before the airline could even make an apology to her, she started tweeting and tweeting and tweeting her disgust. Here’s the thing, we all make mistakes. They scolded her. –John.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Doctor Spin

APRIL 17, 2023

Southwest Airlines. Southwest Airlines is known for its friendly and fun-loving flight attendants. Southwest Airlines employees celebrate passenger’s 104th birthday. Host a community cleanup event or volunteer day with employees and customers. 4 Ormont Blumberg, P. 2021, August 11). 2021, September 8).

Strategy 52

Strategy Customer Service Airlines Hotels 52

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. The final paragraph of a March 30 follow-up blog stands out as a piece of sincere communication. In the wake of so many controversies, its communications has been slow and reactive.

Crisis 136

Crisis Privacy Airlines Facebook 136

MaccaPR

FEBRUARY 19, 2018

Here’s a question for PR and marketing pros: Which was the most significant corporate communications cri sis recently ? No matter what the intention, recognize that every rude Tweet or callous Facebook post from a misguided employee or manager is now as public as a news release fired out globally. Hard to select just one, eh?

Instagram 98

Instagram Crisis Local Privacy 98

Sword and the Script

APRIL 15, 2017

See these related posts: Crisis Comms: No one More Reliable than an Employee. They hired an actor to play the role of a fictitious airline CEO apologizing for a network glitch canceling 140 flights. As for the airlines, flying, once a glamorous mode of travel, has devolved into a miserable experience from start to finish.

Corporate 83

Corporate Airlines How To Crisis 83

PR in High Definition

OCTOBER 23, 2019

Gallup also cites a few good examples of purpose statements, including this one from Southwest Airlines in the US: “To connect people to what’s important in their lives through friendly, reliable, and low-cost air travel” – and this has clear implications for the entire brand experience. Employees will leave. Potentially no-one.

Airlines 48

Airlines Local Wikipedia Travel 48

Presspage

MAY 11, 2017

The protocol should not only focus on how to handle and cope with a crisis, but should also contain a clear communication flow. Among the many communication tools that can be used during a crisis, social media is one of the most important ones because it offers the opportunity for an immediate, concise, and far-reaching response.

Social Media 79

Social Media Crisis Media Airlines 79

The Hoffman Agency

AUGUST 29, 2019

While they proved to know more about PR than we expected, we decided to give them an inside look at our world, by putting them through a crisis communications activity. Not a single guest had a background in communications, but they brought with them an ideal of how they want a company they know and trust to react if a crisis strikes.

Crisis 31

Crisis Airlines Privacy Crisis Communications 31

David PR Group

AUGUST 8, 2016

We look at our key audiences (such as customers, employees or the general public) and then try to put ourselves in their shoes. And, yes, it has to do with social media and how your reputation is determined online. Online Reputation #Fail of the Week: United Pilot Tweets to Suspension. –John. More on this coming soon.

Analysis 40

Analysis Social Media Crisis Media 40

Prohibition

MAY 15, 2020

The next communication that employees received was from their boss encouraging them to take jobs at Tesco if they wished to do so. Of course, this resulted in a huge pay-out from the company and serious damage to their reputation – which we all know is incredibly hard to rebuild. Absolute state of it.

Crisis 71

Crisis Government Social Media Reputation 71

Prohibition

MAY 15, 2020

The next communication that employees received was from their boss encouraging them to take jobs at Tesco if they wished to do so. Of course, this resulted in a huge pay-out from the company and serious damage to their reputation – which we all know is incredibly hard to rebuild. Absolute state of it.

Crisis 62

Crisis Government Social Media Reputation 62

MaccaPR

SEPTEMBER 13, 2016

But oh, lordy – we as communications and marketing professionals can receive a master class in what NOT to do during a crisis from Lochte’s self-immolation at the 2016 Summer Olympics in Rio de Janeiro. The lesson for communicators? “If So what could Lochte have done differently? Lesson #2 - Don’t Blame The News Media.

Crisis 48

Crisis Airlines Reputation Corporate 48

Sword and the Script

AUGUST 22, 2017

If you’re recommending a pure PR play or an integrated communications campaign with a big budget attached to it, you have to be able to articulate what the reputational and financial impact will be for the company. What do you think is the role of internal communications in this polarizing environment? .

Internal 72

Internal International Interviews Trends 72

MaccaPR

SEPTEMBER 7, 2017

Prioritize reactive over proactive communication, such as answering a question asked by a consumer versus your brand fueling engagement by asking a question of followers. Trying too hard to be funny or on-trend can end up being a disservice to your company’s reputation, pushing your audience away instead of pulling them in. _.

Social Media 66

Social Media Brand Branding Media 66