ImPRessions - Crenshaw Communications

JANUARY 28, 2018

The HQ2 search generated a frenzy of positive media coverage as well as 238 proposals from individual North American cities, and it helped cement Amazon’s status as a desired corporate neighbor and employer. United Airlines. Here’s hoping for smoother road in 2018. The stock price bounced back in short order.

Airlines 180

Airlines Reputation Journalism Crisis 180

5W PR

SEPTEMBER 7, 2017

A 2016 study found that less than 25% of Americans see brands as honest , but they base their opinion of a brand more on personal experience than on corporate behavior. With the rise of social media, it’s easier than ever for brands and their customers to interact, and followers form opinions at the speed of text.

Trends 108

Trends Airlines Social Media Crisis 108

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

ImPRessions - Crenshaw Communications

MAY 15, 2018

He spoke from the heart — without regard for the airline’s possible culpability. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. Kelly emphasized that the family of the victim was the primary concern.

Crisis 136

Crisis Privacy Airlines Facebook 136

PR Matters

MAY 27, 2014

Instead, however, we have people in companies thinking and behaving in a corporate rather than an empathetic way, which not only dehumanises them, but it also alienates those with whom they wish to engage. The one thing they have in common abundance is that they’re all genuinely friendly and their words and actions reflect this.

Airlines 162

Airlines Advertising Advertising Customer Service 162

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. For huge brands and corporations, a crisis isn’t fun, but it can be managed.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Prohibition

DECEMBER 17, 2021

But just as every corporation doesn’t need the same crisis management plan, it is also true that not all corporations need the same messaging approach to their crisis communications. United Airlines initially maintained that its decision to remove the passenger was justified. Malaysia Airlines’ MH 370 disappearance.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62