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

Sword and the Script

MARCH 2, 2021

Over the course of my career, I’ve lived through two acquisitions, contributed to internal and external comms for several more, and at different organizations, and even did a divestiture. 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 152

Company Tools Technology Software 152

Onclusive

NOVEMBER 8, 2023

Corporate Communications As companies grow, corporate communications become more important. Companies often hire specialized agencies on a project basis to assist with specific repositioning or market research. Internal Communications Internal communications are crucial in determining how things are accomplished in any organization.

Training 195

Training Media Training Reputation Crisis Communications 195

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. Unfounded rumors are surfacing about the company.

Company 136

Company Interviews Reputation Privacy 136

Agility PR Solutions

MARCH 30, 2023

As helpful as it’s been with internal workflow like task automation, B2B companies (and B2C, for that matter) continue to struggle with using AI as a customer service tool—but with business buyers’ expectations now sky-high for seamless experiences, new research from market intelligence firm IDC asserts that getting the adoption of artificial intelligence (..)

Enterprise 78

Enterprise B2B B2C Customer Service 78

Stephen Waddington

JANUARY 15, 2020

There were some clear misses in my original essay: social media activism, internal communications, storytelling and professionalism in PR. Watch out for the fed up commuters ranting at train companies every morning or the lunchtime diners unimpressed by what’s on their plate. I’ve developed each of these themes below.

Storytelling 78

Storytelling Social Media Internal International 78

Onclusive

JUNE 1, 2023

Social media monitoring captures data on the performance of social media activity from both your company and your competitors. When a journalist writes a negative article, internal stakeholders may jump to conclusions about the impact that will have on your brand. If so, join our live webinar ‘Social Listening the PR Way ’.

Strategy 370

Strategy Communications Reputation Measurement 370

Onclusive

AUGUST 9, 2021

As companies grow, corporate communications become more important. Internal Communications. The truth is that internal communications are really important to how things get done in any organization. Measuring the effectiveness of internal communications is an interesting PR problem that has often been debated by experts.

Training 370

Training Media Training Reputation Crisis Communications 370

Onclusive

AUGUST 22, 2017

Depending on the stage of the business, communications professionals are often tasked with creating messaging cards and positioning statements for the companies they represent. Internal Communications. Internal communications, which also falls under corporate communications, is more nuanced than simply casting out an email.

Media Training 397

Media Training Crisis Communications Conference Training 397

ImPRessions - Crenshaw Communications

AUGUST 25, 2020

The annual report on CEO social media usage by ECCO, an international network of independent PR firms, found that just 15% have a presence on Twitter – down from 17% last year. But much of the research is based on the perception of internal executives. Moreover, only 31% are on LinkedIn, down 22% from the same time last year.

Social Media 380

Social Media Leadership LinkedIn Corporate 380

PR 20/20

NOVEMBER 22, 2022

Within businesses trying to delight customers and solve for the needs listed above, we often see challenges with awareness, alignment, communication, targeting, and more. Problem 1: Internal Alignment. Internal alignment is a significant challenge for professional services companies. Let’s break it down.

Internal 80

Internal International Meeting Leadership 80

Sword and the Script

NOVEMBER 5, 2019

This month was no exception, and perhaps because many of the launches were timed with annual PRSA International Conference which wrapped up recently. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it. 2) TVEyes launches podcast monitoring service.

Internal 64

Internal International Data Media 64

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

Stuart Bruce

OCTOBER 30, 2014

Is the fact that every company is a media company a threat or an opportunity? Private companies pose more of a threat than governments ever could. But what control and oversight do we have over private companies? On Monday there was a CIPR and Tomorrow’s Company sponsored debate at the Houses of Parliament.

Crisis Communications 148

Crisis Communications Transportation Conference Social Media 148

Landis PR

JANUARY 5, 2023

Yet it can erode in a moment, such as it has for the airline Southwest – previously known for great customer service – cancelled 15,000 flights over Christmas. Align internal and external communications. It takes time to build a following, and credibility, for your company’s voice.

Communications 52

Communications Airlines Internal International 52

Stephen Waddington

MAY 16, 2017

They’re engaging directly with internal and external stakeholders. You’ll experience this form of media whenever you use a travel app or website by companies such as British Airways or Virgin Trains. This is arguably the most powerful form of media for both internal and external communications. Community management.

Publicity 119

Publicity Customer Service Community Internal 119

ImPRessions - Crenshaw Communications

NOVEMBER 13, 2018

Video also works well as an internal tool for company announcements or simply to show accessibility, as Intuit CEO Brad Smith does in his “ new employee welcome message.” Internal communications teams use video to convey a corporate culture. A personalized way to attract talent. Video can demonstrate and explain.

Video 149

Video Case Study Agriculture B2B 149

The Hoyt Organization

SEPTEMBER 19, 2023

THO set an internal goal of ensuring that the average clip/day count was maintained and, in most months, accelerated from one brand to the next. Since every target publication had covered Auction.com over the company’s nearly ten-year history, THO cross-checked an extensive list of every reporter and editor who had written about the company.

Real Estate 52

Real Estate Industry Customer Service Course 52

Newsfile

OCTOBER 24, 2023

As a PR professional, you are most likely focusing on trying to enhance your company’s reputation. PR professionals and investors agree the most significant benefit that accrues to companies with a positive corporate reputation is corporate brand loyalty. in the coming years.

Communications 52

Communications How To Corporate Training 52

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. Nearly all (99%) felt that purpose-driven companies would also gain a reputational benefit. Nearly all (99%) felt that purpose-driven companies would also gain a reputational benefit.

Brand 88

Brand Branding Survey Study 88

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

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. And what should companies do when targeted with boycotts or other potentially damaging actions? More importantly, any reversal will simply swap one angry mob for another.

Brand 136

Brand Branding Advertising Advertising 136

Contently - Strategy

AUGUST 11, 2022

Companies need to keep growing to succeed, and content is one of the most effective ways to do that. Here’s how investing in content can help you overcome today’s biggest challenges and position your company to succeed long term. But keep in mind that this moment full of challenges also presents opportunities.

Content Marketing 138

Content Marketing Marketing Strategy Consumer 138

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. Transparency. Brand humanization.

Social Media 156

Social Media Trends Media Instagram 156

Sword and the Script

JULY 30, 2019

Not any more than, a CRM database is customer service. That’s a handy idea if you are the one selling martech – and you plan to go around your traditional customer and sell it as a replacement to the business. This makes the education of business leaders – the internal marketing of marketing if you will – a continuous effort.

Marketing 104

Marketing Comparison Enterprise Technology 104

Onclusive

JANUARY 10, 2018

Trends will continue to support a wave of education for PR and it’s internal partners to consider and accept PR’s positive impact.”. I’ve long been a proponent of PR attribution , which has always been done manually, but I’m happy to see companies like AirPR stepping up to make things more efficient and better measured.”

Content Marketing 150

Content Marketing Measurement Interviews Marketing 150

Mindful Marketing

JULY 16, 2022

The company that found itself the focus of the humiliating headline was none other than Ernst & Young (EY)—one of the Big Four public accounting firms. Who would cheat on ethics?— — apparently plenty of people in one of the world’s largest accounting firms, but why? The Security and Exchange Commission (S.E.C.)

Ethics 89

Ethics Pharmaceuticals Corporate Financial 89

Onclusive

JUNE 29, 2018

AirPR Co-founder Sharam Fouladgar-Mercer and Brain + Trust Partners CEO Scott Monty shared thoughts on what questions to ask during a PR crisis, who in your company do you need to get involved during a PR crisis, how to have the appropriate systems in place in advance, how to leverage data during a crisis, and what tools will help.

Crisis 186

Crisis How To Brand Branding 186

Cision

FEBRUARY 11, 2016

In fact, 98 percent of Fortune 500 companies rely on social media. By investing in social listening software , you’ll be able to help all departments, including solving customer service issues, monitoring rising crises and identifying sales opportunities. Is your organization looking to gain more female customers?

Enterprise 120

Enterprise Strategy Pinterest Customer Service 120

Sword and the Script

JANUARY 3, 2023

Internal communications: PR practitioners may also be responsible for communicating with employees and stakeholders within an organization. Owned media refers to content that is owned by the organization, such as a company blog or website. Should companies hire public relations people internally? Not a bad breakdown.

Interviews 101

Interviews Publicity Technology Social Media 101

ImPRessions - Crenshaw Communications

JULY 6, 2016

The smartest PR professionals help product or service companies identify their most powerful differentiators, shape a narrative, and tell their story where it counts. As PR measurement guru Katie Paine puts it, “The people brands are trying to reach simply will ignore everything most companies spew.”.

SEO 204

SEO Analytics Measurement B2B 204

PR 20/20

NOVEMBER 30, 2022

As Paul Roetzer ( @paulroetzer ) states in Chapter 8 of The Marketing Performance Blueprint : “Every marketing plan should start with an honest internal marketing assessment. These metrics may be both internally facing (like efficiency) and business oriented (like leads closed or the number of campaigns managed). Customer service?

Marketing 52

Marketing Technology Internal International 52

Contently - Strategy

APRIL 1, 2024

For enterprise B2B companies, the math gets even worse. Are they seeking customers, or do the customers find them (hunting vs. gathering)? What problems are customers looking for your company to solve — and can your organization solve them? How does your brand, product, or services make their lives easier?

SEO 52

SEO Engineering Writing How To 52

ImPRessions - Crenshaw Communications

FEBRUARY 21, 2017

A hack or security breach can have a huge PR ripple effect, undermining relations with customers and tarnishing a brand image for years. The notorious 2013 hack of Target cardholders ultimately cost the company $242 million. The good news is that “viral” customer service works both ways.

Reputation 130

Reputation Viral Employee Customer Service 130

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 same cannot be said of the second company. It was an internal argument taking place in public. It’s a matter of the message.

Employee 120

Employee Print Customer Service Local 120

The Hoffman Agency

NOVEMBER 21, 2023

Behind every cutting-edge technology company are humans — and human stories. Other areas of focus included the need for a collaborative rather than transactional approach, and for robust internal processes that allow transformation to take root. What’s yours?

Brand 36

Brand Branding System Technology 36

Critical Mention

APRIL 6, 2017

You are known for your best-selling book on customer service, “Zombie Loyalists.” Have you had any particularly memorable (good and bad) customer service experiences? Over your international travels, which countries impressed you with their customer service and why? It’s the only way.

Social Media 60

Social Media Customer Service Hotels Marketing 60

Sword and the Script

JUNE 3, 2020

The feature “provides real-time notifications on significant news items on the companies you care about, powered by artificial intelligence,” according to an announcement. Let’s say you’re a software company with dozens of competitors in each of your markets globally. Nielsen reported that 5.8

Product Launch 96

Product Launch Survey Banking Pharmaceuticals 96