Customer Service Is The “New” PR

ImPRessions - Crenshaw Communications

Good PR and great customer service have never been more intertwined. The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints.

Customer Service in a Social Media World


Social media has undoubtedly transformed the way brands serve and interact with customers. According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020.

Fix (or Establish) Your Brand Reputation

Shift Communications

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Make your customers happy. People trust online reviews and peer recommendations more than advertising and brand content.

How Public Relations And Customer Relations Can Work Together

ImPRessions - Crenshaw Communications

Good customer service and good public relations have never been more aligned. One of the quickest ways to understand an organization’s reputation is to look at its response to a consumer complaint. Take a look at the recent YouGov survey of Most Improved Brands.

3 Steps To Convert Critics To Clients


No brand can avoid them. Those pesky critics who seem to have an opinion about everything are taking down your brand one bad Yelp review at a time. So how can you combat these naysayers before they cause your reputation to crumble? Keep track of what you promise customers.

Report: The best (and worst) brand reputations

PR Daily

According to Virgin CEO Richard Branson, “Your brand name is only as good as your reputation.”. It’s tough to sum up the importance of brand reputation in a single quote, but this comes close. Here are the top 10 companies with the best reputations, in ascending order: 10.

26 Thoughtful Marketing Predictions that Could Actually Happen in 2019 Across PR, Content, Digital, Social Media and Customer Success

Sword and the Script

There’s something in here for every discipline of marketing – be it strategy, PR, content marketing, SEO, digital, social media, customer marketing, and so much more. 3) Emotional connection with customers. “I 5) Alignment of marketing and customer success. “A

Does brand reputation matter to Spirit Airlines?

PR Daily

The opposite of what PR folks paid to build positive brand reputations want to see. How could Spirit have such a negative reputation and still be in business? We''ve seen negative comments about airlines and brands before, but nothing like this (outside of maybe Comcast).

Does brand reputation even matter to Spirit Airlines?

Communications Conversations

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business?

Branding Basics: Measure Your Way to a Better Reputation

Beyond PR

Branding – a word that conjures mental images of the world’s most prominent products. But what is branding, exactly? Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition.

4 Ways PR Creates Brand Attachment

ImPRessions - Crenshaw Communications

While top-tier marketing and advertising are valuable, associated PR campaigns can help propel a brand to the next level of emotional attachment. You feel connected to these brands. Some customers are initially attracted to certain brands because they like their ad message.

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The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

In today’s volatile media and social environment, brand reputation is fragile. But when it comes to most types of reputation crises, they are decidedly unwelcome. According to the World Economic Forum , more than twenty-five percent of a company’s market value is directly attributable to its brand reputation. So how should brands prepare for an unknown, uncontrollable event that could impugn its reputation? The Viral Customer Complaint.

The Ugly Side of Social Media Sharing

Waxing UnLyrical

Don’t we as social media professionals, especially a Page like with more than 34,000 likes, have an obligation to make sure that we are utilizing images from a reputable source? Guest post by Jenelle Conner. I am a social media advocate. It’s where I work.

Brands, Bad PR And Ad Boycotts: Who Wins?

ImPRessions - Crenshaw Communications

Today’s divided political climate has affected PR strategy for many companies and brands, including those who like to stay far away from partisan issues. What’s a brand to do? A few simple steps can help protect reputation and resolve the issue relatively quickly.

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5 Twitter gaffes brand managers should avoid

PR Daily

The social media platform can help you open a dialogue with your audience, update your customers on the latest company news, provide customer service and more. Monitor your Twitter analytics closely to get a better idea of what works for your brand.

Who’s Talking About Your Brand?


People have gone content crazy, and it’s impacting your brand. How much of that content references your brand or industry? Ready to increase share of voice, build brand reputation and drive sales? Branded Mention Volume.

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How to Protect Your Brand in a PR Crisis


This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.” From Facebook to Starbucks, no brand is safe from a communications crisis. How and when your brand responds to the press is crucial to saving your brand’s reputation.

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Self-Imploding Brands & Missed Trust Signals


We’re now direct ambassadors of trust and reputation. I had an interesting customer experience yesterday that reminded me how easy it is to break someone’s trust in a brand. Self-Imploding Brands and Missed #TrustSignals: How They Can Affect a Brand Click To Tweet.

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Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. The language fits the Tesla brand: aloof, calculated, and confident. Whether fair or not, the statements come off as consistent with the brand.

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5 PR-Friendly Brands For 2018

ImPRessions - Crenshaw Communications

Smart public relations can help put a new brand on the map or burnish the image of an older one. This year, businesses face perennial questions like how to maintain customer loyalty, and fresh challenges like changes in federal regulation laws and the tax code.

Brand 163

5 Twitter gaffes brand managers should avoid

PR Daily

The social media platform can help you open a dialogue with your audience, update your customers on the latest company news, provide customer service and more. Monitor your Twitter analytics closely to get a better idea of what works for your brand.

5 Audiences Your Brand Should Listen To


Social media listening provides your brand with new ideas and a multitude of opportunities to build towards what your brand hopes to become. By sorting through and understanding key data, social listening tools help brands pinpoint sentiment and feedback in real time. Customers.

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Innovation or stagnation: Are brands losing their individuality?

PR in High Definition

Customer service is often considered to be the key to a brand’s reputation , but part of keeping the customer happy and loyal, is to bring something new and exciting to keep them engaged. The post Innovation or stagnation: Are brands losing their individuality?

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Study: How social media buzz affects your brand's image

PR Daily

A single customer mishap can quickly grow into a PR nightmare. The bottom line is this: Customer service matters more than ever, and new research from Corra proves it. The study reveals shows which online platforms customers use to complain: 1.

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A PR Guide to Strategic Silence

ImPRessions - Crenshaw Communications

It may be unnecessary or even counterproductive to join the fray when brand ambassadors, or regular customers, are already on the case. Crisis-management best practice calls for an immediate response where a brand or personal reputation is on the line.

5 ways internal content can boost your brand

PR Daily

The inner workings of a business can affect a brand’s public image, especially in this digital-obsessed era. Here are five ways the content you push out to employees can also affect your consumers and your overall brand: 1. Unifying PR, marketing and customer service efforts.

How 5 tarnished brands made major comebacks

PR Daily

In the aftermath of its recent E.coli problems, Chipotle is counting on its loyal fans and the public at large to forgive and forget when it comes to the brand’s damaged reputation. Marketers predicted that the Tylenol brand would never recover from the sabotage.

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Becoming a lifestyle brand, the Apple way

Return on Reputation

I’ve led corporate branding and narrative development for companies in every industry, from start-ups to the Fortune 100. These are the go-to brands that transcend their categories. Lifestyle brands do more than achieve cult-like status among their followers.

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Survey: More execs want PR pros handling their brand’s social media

PR Daily

This year, execs preferred PR pros over marketing departments (28 percent, down from 35 percent two years ago), customer service teams (9 percent, down from 15 percent), and CEOs and business owners (5 percent, the same as two years ago).

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5 ways brand managers can avoid a social media crisis

PR Daily

However, brand managers can navigate the sometimes-rocky seas of online interaction and avoid social media crises of their own by following these suggestions: [ RELATED: Make sure your company''s crisis plan is all it can be by joining our crisis communications webcast. ].

Who Were The PR Winners And Losers of 2017?

ImPRessions - Crenshaw Communications

Yes, 2017 feels like a lifetime ago, given our breakneck news cycle, but there were plenty of public relations lessons over the year for big brands and business categories. Here’s a look at those who came out on top, and others who took a reputation beating last year.

PR Tips For Stellar B2B Bylines

ImPRessions - Crenshaw Communications

Bylined content helps establish a B2B executive as an industry expert or brand voice, and it’s also a strong way to boost SEO for an individual or company. Some will be service pieces that offer tips or tools.

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Why Employee Opinions Are Their Own…& a Reflection Of Your Brand


This post is an excerpt from the e-book, Listen: 5 Social Audiences Brands Can’t Afford to Ignore. A brand is made up of the people who represent it. In the age of social media, brands are quick to try to distance themselves from employees on social media.

What American Airlines’ crisis response can teach brand managers

PR Daily

What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident. Focus on reputation management.

Troll Control: Fabulous Tips From Four Experts

Rock the Status Quo

Potential risk, how to respond in a way that minimizes damage or–in a best case scenario–boost reputation when a troll jumps into a conversation… When you aren’t sure what to do, decision trees can make the decision simple. Social Media Trust & Reputation

This Twitter Ad Shows Us Why Social Media Advertising Needs Cross-Functional Teams Empowered with Compassion and Humanity

Sword and the Script

Because your customers and prospective customers get a vote. At first glance it seems great, the brand is seemingly benefiting with some organic lift stemming from its paid efforts. Much better service with xfinity and I thought I would NEVER say that.”.

Businesses Should Fight Back Against Online Attacks

David PR Group

Social media and online reviews bring an incredible new level of accountability to the customer service equation. Companies that fail to deliver on their product and brand promises are quickly weeded out, and frankly, it’s keeping many business owners on their toes.

5 Evidences that You’re Not Ready for Press

Personal PR

The simplest truth for business owners to remember is that they must invest in their brand (as well as their personal professional brand) before they invest time and money into gaining media attention. 5 Evidences that your Brand is Not Ready for Press… 1. Build a brand.

10 Content Marketing Tricks That Will Help Your Brand Stand Out

Waxing UnLyrical

You are drowning in emails, ads and brand messages – and so are your prospects and clients. Gather feedback from your sales and customer service teams. Create a group of “client insiders” to provide you with feedback on new products or services.

Infographic: Why marketing automation is an essential investment

PR Daily

Using robots to contact your customers isn’t the stuff of science fiction. Instead, these tools will help you target messaging, avoid irking potential customers and boost the bottom line.