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Barbie’s bid to close the ‘dream gap,’ the perils of commenting on Hong Kong, and viral whisky ‘Tide pod’ gets jeers

PR Daily

The corporate world needs to stop trying to suppress people's personal lives and ability to express their opinions. Custom Culture???????????????????????????????????????????????????????… The efforts underline the importance of encouraging passionate fans of your products and services to post their stories across social media. McDonald’s is hoping to replicate the success of Popeyes’ viral chicken sandwich.

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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

The ad went viral as Twitter and other social media users ridiculed the slogan. 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. Prepare for executive departures well ahead of time and shed corporate speak when answering questions and concerns.

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

Media Bullseye

One of the side effects of social media’s rise is an understanding of how interconnected corporate behavior is to its public image. 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.

United Airlines: When Common Practices Goes Bad

Return on Reputation

This situation seemed to flip the script, where the bad behavior came from the employee , not the passenger. Any airline faces this risk, and is only as good as the judgement of a single employee in a single moment. Companies must empower their employees to apply policies through the prism of good common sense – something that failed to come in to play in this situation, as well as the recent event related to “dress code violations.”.

Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

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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. However, the airline’s response stood in stark contrast to United’s initial response to its crisis, the latter having drawn further backlash as many criticized its chief executive’s corporate apology.

The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

Or a crisis can strike closer to home; it can be a rogue employee action or supplier lapse in a single region that affects an entire brand, like the Chipotle E. In some cases it’s a creeping cultural problem that turns malignant over time, like the pressure that drove Wells Fargo employees to open a few million fake accounts to earn commissions without the knowledge of their customers. The Viral Customer Complaint.

The Ultimate Checklist: 20 Points that Will Lead You to the Best B2B Content Marketing

B2B PR Sense

Use Customer FAQs. What are your customer’s questions? What questions do your customer service team field most frequently? Don’t hesitate to ask customers what type of content they want. A simple one question survey asking customers to rate topics is one easy way to gauge interest. Go beyond what your customers actually ask, and get into questions that you wish they would ask. Give Your Pieces a Viral Headline. What are your content goals?

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Cision

And communicators, especially now that they pulled more of social into their overall domain, I think they have this ability to say, “You know what, based on what we’re seeing in the market, how our influencers are getting engagement from certain types of customers, or consumers, we can actually give you some insight into what you might want to think about for those campaigns.” So, marketers work at doing things like customer Journey mapping, customer experience mapping.