David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. 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.

Airlines 54

Airlines Reputation Customer Service Social Media 54

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

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

The Viral Customer Complaint. Remember when musician Dave Carroll made a music video complaining that United Airlines had broken his guitar? Those viral customer complaints are almost quaint in light of today’s environment. The good news is that “viral” customer service works both ways.

Reputation 130

Reputation Viral Employee Customer Service 130