Ishmael's Corner

APRIL 27, 2017

The Art Of Storytelling In Business Communications And Public Relations. I’ve certainly taken my shots at United over the years with posts ranging from “The Worst Customer Service Narrative in the History of Branding” to the recent “United Enters Third Stage of a.more. Techniques For Effective Business Communications.

Airlines 60

Airlines Storytelling Customer Service Communications 60

Landis PR

JANUARY 5, 2023

The economic outlook is uncertain, traditional media are struggling to remain relevant, social media continues to be inundated with misinformation – is it any surprise that public sentiment is fickle at best? If you don’t believe us, just look at Twitter’s public flailing with a CEO who thinks he can handle communications himself.

Communications 52

Communications Airlines Internal International 52

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

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 tone of the language, the medium of the message, and its timing contribute to public perception of a company’s management of the situation. Musk shocks nobody with aloofness.

Crisis 136

Crisis Privacy Airlines Facebook 136

5W PR

SEPTEMBER 7, 2017

Whether it’s a simple customer service issue, or a large-scale communications crisis, addressing issues honestly wins consumers’ trust. Organizations from the MTA to United Airlines have learned this the hard way. A mismatched partnership may detract from your brand’s trustworthiness. Honesty is always the best policy.

Trends 108

Trends Airlines Social Media Crisis 108

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. I took advantage of this while planning a family trip to the Bahamas last year.

Travel 40

Travel Tourism Airlines Hotels 40

Prohibition

DECEMBER 9, 2021

Nowadays, it can all be done in the public domain. 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. What will happen if a crisis does happen.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Bad Pitch Blog

JUNE 8, 2011

The White Zone is for Loading, Unloading & Assuming Anonymous sources I know that have dealt with similar situations at other airlines note the following: - First of all, spokespeople don''t set policy. The public reacted as they are now. This makes the airlines choice pretty straight forward. Many support Blackshaw''s POV.

Airlines 64

Airlines Customer Service Travel Policies 64

NewsWhip

JUNE 10, 2021

It comes down to every customer service interaction. So before the dashboard, it was a little hard for us to kind of understand where that convergence happens between, what is the media interested in over time, and what’s the public interested over time? The Miracle on the Hudson, United airlines.

Reputation 78

Reputation Crisis Management Crisis Enterprise 78

Cision

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 137

Airlines How To Engineering Radio 137

Prohibition

DECEMBER 17, 2021

Crisis communication refers to the fast-paced process of using the right channels, the right words, and the right timing to handle a crisis, especially when there is a public relations, or a marketing issue. Public relations team. What is crisis communication? There are different ways in which crisis communication can be performed.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Cision

OCTOBER 1, 2015

For example, in Edelman’s report, “ The Modern Family: A Study in Marketing ,” the public relations firm reports that just 4 percent of families align with how the U.S. Families are very aware of the high cost of air travel, with the need to buy multiple airline tickets. The family vacation has a long tradition in the U.S.

Travel 120

Travel Hotels How To Airlines 120

Beyond PR

MAY 3, 2017

The real cause of the United Airlines incident is an industry-wide problem, the all-too-common practice of overbooking. Bumping a paying passenger from a flight is an enormously disruptive action, regardless of which airline does it. The airline even appologized after it bumped a 10-year old from a flight. Image source: [link].

Airlines 65

Airlines How To Engineering Data 65

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). Amazon responds to every inquiry and either solves or redirects every social inquiry to an appropriate customer service function.

Twitter 120

Twitter Brand Branding Customer Service 120

Cision

MAY 25, 2017

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees. A brand is made up of the people who represent it. Let them talk.

Employee 129

Employee Brand Branding Policies 129

Stuart Bruce

OCTOBER 30, 2014

My name is Stuart Bruce and I’ve been tasked with speaking to you about the future of social media and its impact on public relations. I’m a member of the elected council of the UK’s Chartered Institute of Public Relations and also a founder member of its social media panel. Public relations has always relied on relationships.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

Believe it nor not, that figure is relatively low as a percentage of total sales, but the loss of customer trust and public confidence is a great deal harder to measure. Remember when musician Dave Carroll made a music video complaining that United Airlines had broken his guitar?

Reputation 130

Reputation Viral Employee Customer Service 130