Communications Conversations

MARCH 19, 2015

I mean, we’ve seen negative comments about airlines before, but NOTHING like this (outside of maybe Comcast in the past). What they DO care about is staying true to who they are (the bare-bones airline operation offering the lowest fares around) and making money. They would have a Facebook page. Now I was curious.

Airlines 60

Airlines Reputation Brand Branding 60

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

ImPRessions - Crenshaw Communications

JANUARY 28, 2018

2017 also brought a reckoning of sorts for Facebook. Within weeks, however, Facebook would own up to the fact that it sold more than $100,000 in ads to Russian accounts, and that foreign actors used its feed to spread false and divisive stories about candidates and issues. United Airlines. The Losers.

Airlines 180

Airlines Reputation Journalism Crisis 180

ImPRessions - Crenshaw Communications

MAY 15, 2018

Facebook dodges blame. Facebook’s response to the recent data privacy controversy was immediate – so immediate that it happened the day before the scandal broke. Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes.

Crisis 136

Crisis Privacy Airlines Facebook 136

Beyond PR

SEPTEMBER 8, 2016

By addressing their audience’s social needs of Building Together and Pride of Creation, LEGO not only creates value for customers, but also the business. Although it’s good to focus on content for your funnel, if 40% of your business is coming from current customers, why aren’t you creating 40% of content for those customers?

Content Marketing 40

Content Marketing Marketing Customer Service Airlines 40

NewsWhip

JUNE 10, 2021

It comes down to every customer service interaction. Or has it moved from Twitter to Facebook, or from Twitter to someone’s blog, or whatever it might be? The Miracle on the Hudson, United airlines. Chris: We have to be aware of everything, quite frankly. It comes down to product launches. Chris: Yeah.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Cision

DECEMBER 28, 2015

That said, Twitter is a social platform that is uniquely positioned for: Customer-initiated social care (customer service). Put resources into fast social care (customer service). More than even Facebook, Twitter is the preferred social network for social care. Direct influencer-outreach. Repeat your Tweets.

Twitter 120

Twitter Brand Branding Customer Service 120