Remove Consumer Remove Customer Service Remove Employee Remove Reputation

Customer Service Is The “New” PR

ImPRessions - Crenshaw Communications

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. Good PR and great customer service have never been more intertwined. A business can spend millions on brand reputation and community service.

Boyd Gaming lays off 2,500 employees, Apple asks retail employees to WFH, and earned media drives 88% of consumers to websites

PR Daily

Fabricland in Ontario, Canada also mentioned social distancing, but in an effort to inspire consumers to buy its tape measures: Having trouble eye-balling the 6 foot social distancing rule? All three tweets showcase different (and simple) ways you can take advantage of a national “holiday” to spread awareness, promote your products and services or capture attention and engagement. Here are today’s top stories: Boyd Gaming lays off 2,500 employees.

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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. Your reputation as a company can be the difference between Fortune 500 and, “We’re laying off 500 more employees.”. Harris Poll has recently released its latest list of the companies with the best and worst reputations.

United changes course on employee ‘lottery’ after backlash

PR Daily

Fierce criticism caused United Airlines to put the brakes on a lottery system meant to replace its current employee bonus program. On March 2, United president Scott Kirby sent an email to employees announcing he was swapping quarterly bonuses for a lottery-based program called “core4 Score Rewards.”. The core4 program Kirby referenced is designed to make employees at United a more caring lot as they carry out their daily duties at the airline.

Branding Basics: Measure Your Way to a Better Reputation

Beyond PR

Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition. Unlike intuition, though, branding can and must be quantified, measured and adapted to consumer preferences. Today, 48 percent of global consumers expect brands to know and help them discover new products and services that fit their needs. How can you continue to ensure your brand is relevant to customers now and in the future?

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. The cultural divide due to ‘fake news’ and distrust of media will deepen in 2019 forcing marketers and PR to push harder on content distribution with their own consumer channels as the most direct line of communication with the company or client. 3) Emotional connection with customers. “I

Brands, Bad PR And Ad Boycotts: Who Wins?

ImPRessions - Crenshaw Communications

Big consumer names tend to be particular targets of such protests, which is probably why Keurig attracted more calls to drop Hannity than less well known advertisers. A few simple steps can help protect reputation and resolve the issue relatively quickly. In an internal company email CEO Bob Gamgort explained that the company didn’t intend to appear to “take sides” in the emotionally charged dispute and apologized to employees for their distress.

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Target, others to close for Easter Sunday, Home Depot stops selling N95 masks, and AdCouncil’s #AloneTogether PSAs

PR Daily

Good morning, communicators: The Ad Council developed several public service announcements in partnership with the Centers for Disease Control and Prevention, U.S. Read about our plans to limit customers in stores and continue to reinforce social and physical distancing.

Businesses close for global climate protests, Facebook’s new ad formats, and major brand communicators offer storytelling lessons

PR Daily

Good morning PR pros: Employees are making headlines around the world as young people are walking off the job to protest climate change. Other major companies are promising change, but employees say the changes don’t go far enough. Amazon’s Jeff Bezos has promised to follow the Paris climate agreement, but employees say it’s not enough. This means marketers and communicators will have new ways to engage consumers on their channels.

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. In the firm’s recent study, 88 percent of consumers said they have avoided an organization because of negative social media coverage. Nearly 90 percent of customers say they’re willing to give companies two chances to prove themselves before ultimately writing them off for good.

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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. 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. Also recently, a jury in Texas awarded a million dollars to a wedding photographer whose reputation was destroyed by an uppity couple.

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Future of PR and social media for International Air Transport Association crisis communications conference

Stuart Bruce

Just like how Aaron talked about how the BBC can see what stories work we can analyse how people consume and share our content. The motion was “You don’t need compliance rules when your employees have social media.” Employees, customers, suppliers, shareholders, regulators on social media will see through your shield and expose you. Doing right by your employees. For every one thing that Asda wants to say it says nine things its customers want more.

Air Canada lays off 5,100 as Domino’s prepares to hire 10K, Facebook grapples with deleting misinformation, and studios release films early

PR Daily

Here are today’s top stories: Air Canada lays of 5,100 employees as Domino’s hires 10K. Air Canada announced it was temporarily laying off 5,100 of its employees. CNBC reported : The company is looking for delivery drivers, pizza makers, customer service representatives, managers and licensed truck drivers for its supply chain centers.

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South Dakota meth PSA goes viral, Chick-fil-A drops donors after LGBTQ protests, and 72% of consumers switch to competitors after bad service

PR Daily

Though Chick-fil-A’s messaging is on point with its brand voice and vision, it remains to be seen whether consumers will take this as a welcoming move or merely clucking to attract attention. or “How can we use the concept of privilege to protect our reputation?”. The Northridge Group’s State of Customer Service Experience 2019 report revealed that 72% of consumers are likely to switch to a competitor after only one negative customer service experience.

7 Aretha Franklin quotations to inspire PR pros

PR Daily

Employees often are the largest sources of interesting stories about your brand. Consumers on social media offer a plethora of feedback, including what they love (and despise) about your products and services.

5 lessons from America's most hated companies

PR Daily

It takes a lot to make consumers hate you, but many large companies did admirably at it last year. The site reviewed customer service metrics along with employee satisfaction, company policies and price performance to determine who earned the dubious distinction of “most hated companies in America.”. Remember, PR pros: People will talk about your organization or client no matter why they’re in the news, but bad publicity won’t make anyone a loyal consumer.

How to create a culture abuzz with internal fans and advocates

PR Daily

How would you like to improve your marketing reach, revenue and reputation? Engaged employees have a vested interest in your organization’s success. A positive employee attitude can engage your customers as well. That’s crucial to reckon with, because as many as 68 percent of customers abandon a brand as a direct response to poor employee attitude. More than anything else, employees’ interactions with your customers shape the impression of your brand.

How to identify and counter bogus online reviews

PR Daily

Consumers put great stock in endorsements and in damning assessments of products and services, but some such writeups are completely fake. Online reviews sway consumers—but many of them are fabricated. Others give customers incentives to write fake reviews.

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Putting the public in public relations: PR is everyone’s job

Media Bullseye

Almost any consumer-facing company has had an unhappy customer or two (or more), but the difference between pre-social media and post-social media is the amount of attention any one interaction can have. The link between front-line employees and PR is customer service. Many “social media crises” are billed as PR failures, but if you examine the details, most of the problems are exacerbated by customer service lapses.

5 ways internal content can boost your brand

PR Daily

In the race to continually spit out content that consumers are interested in, brand managers can—and often do—make use of effective internal communication efforts to enhance external content marketing and PR campaigns. 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. Empowering employees to tell brand stories.

Managing the Aftermath of a Digital PR Crisis


The latter includes direct, continual contact with fans and customers. The opportunity to engage, to solve problems, and to influence the narrative about and around the brand in the consumer public. Let’s take a look at how brands should use the tools available on social media to mitigate a PR crisis and move forward to re-establish the brand’s reputation. Brands need to have a vibrant and active social media presence today.

The 20 Responsibilities of PR and What They Entail


The flipside of earned media is owned media: publishing content on brand-owned channels such as a customer-facing blog, Medium publication, and the like. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read. the eyes of customers or journalists.

6 reasons to invest in organic reach on social media

PR Daily

Social media is a customer care channel. What’s sometimes overlooked is that they serve another role that is equally as important: customer service. Over the past few years, consumers with service issues have become comfortable with using social media as a way to reach brands. Having a robust customer care social strategy has to be a high priority for any brand—especially one that has a significant following.

Organizations remember Kobe Bryant, internet brims with rising ad spending, and Amazon workers speak out

PR Daily

As more brand managers focus on digital ads and campaigns, most of these efforts are focused on consumers’ smaller screens. Amazon employees speak out on climate change. The blog post was published through Amazon’s advocacy group, Amazon Employees for Climate Justice.

New Rules That Every PR Person Should Know

ImPRessions - Crenshaw Communications

A PR agency employee starting in the business today will be creating programs, telling stories, and reporting to clients in ways very different from just a few years ago, in part due to the rise of digital technology and the blurring of lines between paid, earned, and owned media. Today’s PR programs are less about selling and more about telling… stories that engage prospective customers or partners.

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More on PR2020: social media activism, internal comms resurgence, storytelling and professionalism

Stephen Waddington

Any gap between a product or service and the public’s expectation will become a conversation on social media. The book holds up almost ten years on because most organisations are lousy at using social media to listen to their customers.

PR lessons from the social media hoax targeting Starbucks

PR Daily

An Atlanta-area Starbucks closed after it received phone threats and the parent company was unable to convince some that a social media post claiming to be from a disgruntled Starbucks employee was a hoax. reported on the faux Facebook posts: The admissions from a Starbucks employee were apparently too revolting not to share. Starbucks’ response was intended to reassure its customers and the public at large. Only upsell when it is in the customer’s interest.

7 Signs Your Company Is Ready To Step Up Its PR

ImPRessions - Crenshaw Communications

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. When considering an agency to handle reputation management and media relations for a company, consider these signs as indicators of the need to boost PR efforts. These include product recalls, data breaches or any issues related to the following: Consumer privacy commitment.

4 rules Grubhub follows to drive social media success

PR Daily

The company’s senior manager of social media says online marketers must put consumers first, think of each platform and prepare with mobile devices in mind. million followers across Grubhub’s and Seamless’ social media profiles on Facebook, Instagram and Twitter, the food-ordering services dish up tasty interactions and keep fans coming back for more. These interactions shape consumers’ experience with your brand. Think like a consumer.

Twitter mourns Mr. Peanut, Coca-Cola won’t give up plastic, and Hallmark Channel chief steps down

PR Daily

Also: Microsoft data breach exposes 250 million customer support records, Apple remains Fortune’s most-admired company, podcasting pitfalls to avoid, and more. “Business won’t be in business if we don’t accommodate consumers,” she said.

4 Ways PR Creates Brand Attachment

ImPRessions - Crenshaw Communications

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. Especially in today’s atmosphere of increasing corporate activism , a company that takes a stand on a controversial topic can create lasting bonds with customers – even if it alienates others in the process. But the storytelling should go beyond the founders and employees.

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6 reasons to invest in organic reach on social media

PR Daily

Social media is a customer care channel. What’s sometimes overlooked is that they serve another role that is equally as important: customer service. Over the past few years, consumers with service issues have become comfortable with using social media as a way to reach brands. Having a robust customer care social strategy has to be a high priority for any brand—especially one that has a significant following.

4 tips to prepare for and mitigate a crisis

PR Daily

It could come in the form of a manufacturing mistake, security breach, contaminated food item, rogue employee or—as we’ve seen in the news more frequently in recent months—an executive-level misdeed. In the blink of an eye, crises have been known to ruin reputations, destabilize businesses, alienate customers and employees, and kill profits. You are in a battle to win back the hearts and minds of your client’s consumers, which calls for a war-room mentality.

5 ways brand managers can avoid a social media crisis

PR Daily

Occasionally, it seems like digital consumers can take offense to anything: For every action, there''s an equal and opposite reaction. Depending on the brand, employee coverage across social media profiles doesn’t have to be extensive. Not only will continual social media monitoring give you great insights into the minds of your consumers, it will also alert you to any mistakes, such as a adversely received tweet, or security issues, such as a hacker’s takeover of a brand account.

An Uber bot blunder and a Chase ‘motivational’ gaffe yield key lessons

PR Daily

In Uber’s case, a loophole in the code for its customer service reply bot allowed a Twitter user to trick the program into posting a racial slur. For Chase, a human user tried to jump on a hashtag trend, but instead offended some customers. Let’s look at the lessons the tweets offer for brand managers and PR pros when they try to reach out to consumers on social media. Won’t be using that sorry ass service NO more. Develop your brand’s reputation.

Social Media Trends and How to Harness Them for Your Business


Employee Brand Engagement. Over the last few years, many brands have used this simple but effective method of creating social brand ambassadors with current employees. As a 2018 article in Harvard Business Review put it; “employee brand engagement establishes a critical link between employees and customers”. Many users will pose customer service enquiries straight to social media as they see this as a chance to get an immediate response.

What American Airlines’ crisis response can teach brand managers

PR Daily

An employee comes into the frame and the male passenger says, “You do that to me and I'll knock you flat.” The employee repeats, “Hit me,” and the passenger says, “I'll knock you out.” The captain pulls the employee away. 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.

How Airlines Like Delta Hold Parents Hostage

Sword and the Script

The airlines are counting on it, indeed, I’d contend airlines, including Delta, prey on such emotions to separate a few more dollars from the consumer wallet. CSR #customer. In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. American Airlines too has earned a reputation for targeting parents. Another airline staple that fails to serve customers well is gaming departure times.

Delta rolls out diversity training for flight crews

PR Daily

As airline crews increasingly are facing tension-filled interactions with passengers, Delta is working to ensure they don’t damage its reputation. In response to the situation, Delta issued a statement which read, in part: Delta's commitment to diversity, inclusion and respect of all of our customers worldwide is rooted deeply in our company’s values and culture. We also must remain committed more than ever to the safety of our customers and our crew members.

Why Do-It-Yourself Public Relations Is An Urban Legend


For a PR pro, publicity is just one small part of managing a company’s reputation. Sharing the pros and cons of holding regular town hall meetings with employees, or. If you don’t get back to them when you say you will, arrive unprepared for an interview or make claims you can’t substantiate, reputable journalists are unlikely to take your call a second time. Media relations is time consuming.