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.

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. Make your customers happy by revving up customer service and customer interactions.

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Infographic: 8 tips for better customer service on social media

PR Daily

How are you interacting with your consumers on social media channels? PR pros might not want to think that customer service falls within their sphere—but taking care of consumers online is a huge part of protecting your reputation. Empathize with customers.

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. So how can public relations and customer service work together?

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. On the “worst reputation” side, here are the top (or bottom) 10, in ascending order: 10.

Airline reputational woes go global

Media Bullseye

Over the past year, the air carriers in the US have been involved in multiple incidents that have compounded the industry’s reputational woes. Adding insult to injury, Ryanair then utterly botched compensation for its stranded customers.

Does brand reputation matter to Spirit Airlines?

PR Daily

Last week, I did what marketers want consumers to do on social media: I asked my friends and family for a recommendation. 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?

Does brand reputation even matter to Spirit Airlines?

Communications Conversations

Last week, I did what marketers like us WANT consumers to do on social media: I asked my friends and family for a recommendation. Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see.

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

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. Are your efforts aimed at attracting new customers?

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? Doing so can increase both trust from your team as well as overall brand reputation.

PR Tips For Stellar B2B Bylines

ImPRessions - Crenshaw Communications

Some will be service pieces that offer tips or tools. If everyone’s already talking about artificial intelligence and customer service, for example, a good byline will address a newer industry frontier, or weigh in on the impact of customer service bots on the consumer relationship.

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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? How To Spot The Most Dangerous Reputation Threats.

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.

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PR and social media set for continued growth

Stuart Bruce

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

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. Here are some examples of the verbatim comments: “Service is meh and they will not allow any port forwarding so some of your home devices may not work and they could give two craps. Customer experience matters.

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. They let her know that they weren’t going to be bullied and that her treatment of not only Delta employees, but the airline’s other customers, was inappropriate.

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?”.

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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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. Employees, customers, suppliers, shareholders, regulators on social media will see through your shield and expose you.

The Business of Online Complaint Sites

David PR Group

Back when Woody Allen made Annie Hall , we only had a few ways to complain about products, retailers, or customer service. Don’t get me wrong, I’m all for good customer service and accountability in business. Not Just about Consumer Protection.

5 Reasons to Network Across all Social Media Sites

Critical Mention

So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service. Oftentimes, consumers rely on social media reviews and online customer service to finalize purchasing decisions.

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. Brands need to have a vibrant and active social media presence today.

Crisis 101

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 long-term effects from unchanged mistakes, however, can lead to even more expense for PR and marketing pros who have to deal with the monetary and reputational costs involved.

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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Storytelling is the Essence of Brand Development; Off Script No. 44: Jeffrey Crow

Sword and the Script

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. JC: I started my career in consumer-packaged goods. Can a good story create value for a brand?

7 Tips to Optimize Your Social Media Marketing for Mobile

Critical Mention

In fact, in 2018, Statista stated that 54 percent of all consumers now browse social media on a mobile device at least once a day. This makes it critical to optimize your social media marketing strategy to be mobile-friendly to engage these consumers.

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Study: To win over millennials, increase your digital presence

PR Daily

When interacting with brand managers online, millennials are paving the way for an abundance of consumers to move toward digital. To drive brand loyalty, brand managers must strive for consistency in their customer outreach and response—and must do it across multiple channels.

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What B2C Can Learn From B2B PR

ImPRessions - Crenshaw Communications

B2B public relations is widely perceived as the nerdy cousin to consumer PR’s popular girl. Some of this reputation is deserved; it’s true that B2C PR is often more glamorous and accessible than B2B. The same trend is happening in consumer sectors, thanks to social media.

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5 Steps To Good PR From Social Media Complaints

ImPRessions - Crenshaw Communications

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? If done well, a frustrated customer could end up singing your company’s praises.

3 Things to Know About Social Listening (That No One Tells You)


According to a paper published by the Semantic Technology Institute , social listening may encompass one or all of the following functions: Reputation management. Influencer detection and customer relationship management.

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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. the eyes of customers or journalists. Most of us see what our jobs entail at the point of hire.

Making sense of modern public relations

Stephen Waddington

The internet has disintermediated every business that it has touched since the launch of consumer and mobile broadband in the noughties. Consumers find their own media via Google and social media newsfeeds. Any form of structured data can already be delivered self-service by a bot.

F8 Update: Two Upcoming Facebook Changes PR Pros Should Care About

Rock the Status Quo

” “People will be able to have personal conversations with companies – specifically, customer service representatives – and be able to make requests, ask questions and get quick responses in an ongoing thread.”

7 Aretha Franklin quotations to inspire PR pros

PR Daily

Consumers on social media offer a plethora of feedback, including what they love (and despise) about your products and services. It has much to do with your service to people, and your social contributions to your community and your civic contributions as well.”.

Public Relations and Funnels of Like, Love and Loyalty

Social PR Chat

Whether it’s a journalist, influencer, prospect or customer; public relations can be found in each part of the sales funnel from awareness to engagement to conversion and loyalty. It is a circular and rapidly evolving experience, directed by the consumer.

Handling Social Media Complainers

Rock the Status Quo

It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations? There is a direct line between social media and corporate reputation. Trolls.

What’s New In B2B Tech PR For 2017

ImPRessions - Crenshaw Communications

As almost 200,000 folks get ready for their annual excursion to Las Vegas for CES (Consumer Electronics Show) , those of us who toil in B2B tech public relations will be looking for 2017 trends to better take advantage of industry moves and stake out positions for clients.

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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. It’s essential to have the right people in place when using social as a customer service channel.

Balancing Feel and Instinct with Data


New insights are now available into the behaviors of consumers, allowing businesses to have a better sense of what is needed when it comes to attracting new customers. This use of technology pairs well with instinct, as consumers want to interact with a human, not a machine.

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