Branding Company Customer Service Viral 
Sword and the Script
NOVEMBER 19, 2019
Can a good story create value for a brand? The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. The story the company told “was the foundation of our sales strategy and differentiated us in the market” and contributed to the company’s eventual acquisition.
Cision
JUNE 3, 2015
It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. The ability for a company to not only manage and survive a crisis, but to thrive skillfully, all depends on its focus and planning prior to the onset of that crisis.
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ImPRessions - Crenshaw Communications
MAY 15, 2018
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. 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.
ImPRessions - Crenshaw Communications
DECEMBER 21, 2016
PR and CX go hand in hand, since it’s PR’s role to burnish a brand reputation and the job can only be done when the customer experience lives up to expectations. Everyone loves a story of customer service that goes above and beyond. B2B content will become more customized. PR will embrace paid media.
Prohibition
DECEMBER 9, 2021
Brands and businesses know how important it is to protect their reputation. But other times share values falling sharply, lawsuits, contaminated or dangerous goods, investigations, or even a new, slightly controversial, marketing tactic you couldn’t wait to try may be enough to damage a brands reputation and enter a real crisis period.
Cision
OCTOBER 15, 2015
Ninety percent of brands have a presence on social media, but only 37 percent are listening closely to what their audiences are saying. Is your brand part of the majority of marketers risking failure? You can easily steer your brand towards success by implementing social media listening. Jeff Bullas.
Prohibition
JANUARY 17, 2022
In fact, most experts agree that social media needs to be treated as a vital part of any company’s crisis communication plan. There are four additional reasons why your company should have a crisis management plan. If these complaints go unresolved, the organisation may suffer unfavourable effects or suffer brand erosion.
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