ImPRessions - Crenshaw Communications

DECEMBER 10, 2019

DTC luggage company Away replaced Steph Korey as CEO just days after a PR trainwreck of an article by The Verge exposed its punitive work culture. It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards. PR, CX and ever-higher expectations.

Customer Service 156

Customer Service Employee Reputation Leadership 156

ImPRessions - Crenshaw Communications

OCTOBER 4, 2022

We download information and ask questions, probing for the key points of the narrative we envision will make the company stand out. ” “We offer great customer service/value/reliability.” We represent a tech company that helps sales teams book meetings with prospects instantly. Get personal.

How To 310

How To Transportation Software Employee 310

ImPRessions - Crenshaw Communications

SEPTEMBER 25, 2018

In certain cases, high-profile companies take it for granted that employees are corporate cheerleaders, or they may leave the responsibility for employee engagement to HR. Yet employee communications is correlated with business success. Employees have great ideas. Internal comms drives good customer service.

Internal 136

Internal International Communications Employee 136

ImPRessions - Crenshaw Communications

APRIL 18, 2023

Ways To Safeguard Brand Reputation Most companies will never experience a large-scale brand reputation crisis — that’s the good news. But as Dorothy Crenshaw points out in this blog post, the “drip-drip-drip of customer complaints, employee dissatisfaction, or competitive attacks can erode a brand’s good standing over time.”

Reputation 333

Reputation Crisis Customer Service B2B 333

5W PR

MARCH 13, 2017

The purpose of your company culture is not entirely about having happy employees ; it’s also about strategy, and happy employees is often a positive by-product. Company culture should be focused on getting the most revenue, not on making sure all the employees love their jobs. Productivity Isn’t Just the Culture.

Company 94

Company Employee Strategy Customer Service 94

Sword and the Script

MARCH 2, 2021

Years later, I’d land the company that bought the divested business as a client, so it was interesting to see the outcome compared with the rationale for buying and selling at the time. In 2017, the company acquired a then buzzy new tool called BuzzSumo, which is also based in the U.K. This includes PRophet , Propel , and SignalAI.

Company 150

Company Tools Technology Software 150

ImPRessions - Crenshaw Communications

OCTOBER 11, 2017

These early arrangements can include a junior in-house employee or possibly a “shared” situation where the PR function is wedged into marketing or even customer service. But they usually fall short as a company grows and sees a need for a more coordinated PR effort. When does the team put out a press release?

Company 136

Company Interviews Reputation Privacy 136

Axia PR

AUGUST 4, 2017

Use PR to avoid, endure and outlast whatever trouble strikes your company. A public relations crisis can happen to any company of any size at any time. Others develop slowly, like disgruntled employees whose behavior eventually begins to affect customer service.

Crisis 54

Crisis Company Customer Service Employee 54

Onclusive

NOVEMBER 8, 2023

Corporate Communications As companies grow, corporate communications become more important. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Feel free to start a free trial to get an understanding of the tool.

Training 195

Training Media Training Reputation Crisis Communications 195

PR Conversations

NOVEMBER 5, 2014

I’ve sat through convention and forum talks where various oracles pronounced that: employees just want to be loved. Just look at the many different ways Elisabeth Kubler-Ross’s work on death and dying , and her change curve turns up in jolly presentations about employee motivation. Will it help us to listen better to employees?

Employee 103

Employee Communications Internal International 103

ImPRessions - Crenshaw Communications

DECEMBER 8, 2020

It’s a platform that has expanded over the years from pure CRM to include marketing, customer service, data visualization, workflow and more. This app will help gather thoughts and feedback from teammates on company culture, ideas and brainstorming. . How Slack helps PR pros. PR pros are communicators.

Mobile 310

Mobile Meeting Customer Service Survey 310

Waxing UnLyrical

DECEMBER 14, 2016

Employee advocacy can help you make that possible. All that’s necessary to run an effective PR campaign via employee advocacy is strategic PR content, a comprehensive employee advocacy guide , and a reliable employee advocacy platform. Most companies are blind to the massive PR resource that is their workforce.

Employee 40

Employee Measurement Social Media Product Launch 40

Solo PR Pro

OCTOBER 9, 2017

As a Solo PR pro, you may not have thought much about your company culture. After all, in many ways as the founder and/or sole member of your company, you are the culture. WhatIs.com defines company culture as “the pervasive values, beliefs, and attitudes that characterize a company and guide its practices.”

Company 41

Company Measurement Employee Customer Service 41

Doctor Spin

APRIL 17, 2023

A family staying at the Ritz-Carlton on Amelia Island, Florida, experienced the hotel’s customer service when their son’s beloved stuffed giraffe, Joshie, was accidentally left behind. Stuffed giraffe shows what customer service is all about. Ritz-Carlton. 2012, May 17). link] Nordstrom. 3 Nordstrom, Inc.

Strategy 52

Strategy Customer Service Airlines Hotels 52

Sword and the Script

MAY 25, 2021

The research company polled 15,000 consumers across 15 markets, including the U.S. It substantiates the idea that when customers trust a business, they are more likely to take actions that benefit that business. According to the study: 90% are more likely to recommend that company to friends and family.

Brand 109

Brand Branding Survey Customer Service 109

Onclusive

AUGUST 9, 2021

As companies grow, corporate communications become more important. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Feel free to start a free trial to get an understanding of the tool. Corporate Communications.

Training 370

Training Media Training Reputation Crisis Communications 370

5W PR

FEBRUARY 8, 2021

Power survey showed that more than half the first-time home buyers polled (54%) felt angry or confused when their mortgages were turned over to mortgage servicing companies. Bad customer service headed the list of complaints followed by poor self-service. Engagement is also important.

Customer Service 88

Customer Service Policies Analysis Training 88

Onclusive

AUGUST 22, 2017

Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Depending on the stage of the business, communications professionals are often tasked with creating messaging cards and positioning statements for the companies they represent.

Media Training 397

Media Training Crisis Communications Conference Training 397

Cision

JULY 27, 2017

It’s easier than we like to admit to become out of touch with what’s really happening in the marketplace, as well as what the image of our company is. Talk to Customers & Employees. Your employees have a different perspective of your brand than you do, so talk to them as well. Look for trends and changes over time.

Brand 231

Brand Branding Employee Data 231

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Instagram 62

Instagram Social Media Trends Media 62

Prohibition

APRIL 7, 2022

Facebook becomes the go to for customer services enquires and launches Facebook reels. For customer service, Facebook messenger is becoming the go-to for dealing with queries, with customers increasingly turning to Facebook to find out about brands and address queries on messenger.

Social Media 62

Social Media Trends Media Instagram 62

Flack's Revenge

DECEMBER 7, 2020

It was an interesting marketing strategy from parent company American Chicle – whose other product was Chiclets. Going back even earlier, Coca Cola famously guarded its secret formula, as described in Wikipedia : The Coca-Cola Company ‘s formula for Coca-Cola syrup…, is a closely guarded trade secret. Not necessarily.

How To 194

How To Wikipedia Engineering Web 194

ImPRessions - Crenshaw Communications

DECEMBER 11, 2018

Placing a piece of industry hardware on the company mantle can be a nice PR win for a B2B company at any stage. When submitting for a customer service award, be prepared to supply some numbers on customer reviews and testimonials. Most importantly, awards represent a third-party endorsement. Mark your calendar.

Case Study 136

Case Study B2B Conference Industry 136

Sword and the Script

NOVEMBER 3, 2020

Many of the media monitoring tools are the market offer podcast monitoring through a third-party partnership with the company. The new feature will allow customers to monitor brand mentions on thousands of the most popular podcasts,” according to a press release. The company has been working to expand beyond media monitoring too.

Instagram 138

Instagram Technology Resources Employee 138

Cision

APRIL 28, 2015

A case in point: two recent labor strikes at two New Hampshire-based companies. When employees at one of the companies went on strike over the summer, customers and vendors joined them. The employees wanted him back and weren’t going to work until he was. The same cannot be said of the second company.

Employee 120

Employee Print Customer Service Local 120

Critical Mention

APRIL 17, 2019

Today, nearly 90 percent of companies are using social media marketing and Dreamgrow reports over 60 percent of customers expect companies to offer customer service through their social channels. Employee advocacy. Transparency. Brand humanization.

Social Media 156

Social Media Trends Media Instagram 156

ImPRessions - Crenshaw Communications

OCTOBER 8, 2018

B2B companies can engage and attract followers through educational and entertaining content. Because of the longer selling cycle for business products like insurance or software, engagement through social channels may actually pay greater dividends for B2B products and services. Educate future customers.

B2B 170

B2B Social Media Media Education 170

Cision

FEBRUARY 12, 2016

Social has permeated all business operations, from customer service to sales, and must be treated as part of the overall brand strategy. To create appropriate goals, sit down with the head of each department to ensure your social media strategy addresses all of their concerns and also abides by your overall company objectives.

Strategy 120

Strategy Customer Service Social Media Software 120

Cision

DECEMBER 2, 2015

Many brands are hesitant to let employees speak up on social media, but restricting these organic brand advocates closes the door to many opportunities. Quality customer service is appreciated and talked about on social media. Keep an eye out for good deeds your employees are doing that you otherwise may not have known about.

Brand 120

Brand Branding Employee Social Media 120

5W PR

JUNE 15, 2020

From there, it’s important that the company understands their short-term customer relationship cannot be business as usual. Depending on the severity of the PR crisis, it could take some significant action to woo customers and fans back into the proverbial trust circle. Or it could be some or all of these.

Crisis 113

Crisis Digital PR Retail Reputation 113

ImPRessions - Crenshaw Communications

MAY 18, 2018

Some customers are initially attracted to certain brands because they like their ad message. Others are loyal because of a good experience with product quality or customer service. It is well documented that today’s rising generations value a company’s ethical stance and an authentic commitment to social responsibility.

Brand 149

Brand Branding Storytelling B2B 149

5W PR

OCTOBER 20, 2020

Of those polled, 88% believed that today’s companies must lead with purpose and 91% said they must benefit all stakeholders and not just its owners. As if in reaction to earlier studies about younger generations and their interests, 95% of respondents agreed that leading with purpose will help employee recruitment and retention.

Brand 88

Brand Branding Survey Study 88

Communications Conversations

SEPTEMBER 18, 2018

He talked about how brands do this kind of thing to, essentially, manipulate people into feeling guilty, hoping they’ll return the favor: “…it’s human nature to feel obligated when someone—even a company—does something for you. Horrendous customer service. Isn’t that the point, though? See the difference?

Social Media 79

Social Media Brand Branding Media 79

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t. Litmus test?

Infographics 60

Infographics Customer Service Exercises Software 60

Cision

OCTOBER 15, 2015

Social media users may misspell your company name, abbreviate a product name or reference a description instead of a product name. As more and more companies turn to the Internet to sell their goods or promote their services, competition has grown fiercer. Your brand’s success depends on your employees’ hard work.

Social Media 120

Social Media Media Employee Reputation 120

Solo PR Pro

OCTOBER 16, 2018

Every company is a digital company in some way and must be prepared to communicate about data breaches and theft, ransomware, and other ways private information becomes public,” adds Diane K. How will this affect client content strategy, events, customer service, SEO , and more? Rose of DKR Communications.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

David PR Group

MARCH 16, 2020

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19. I looked for similar news from VRBO. And found nothing.

Communications 105

Communications Brand Branding Policies 105