Stuart Bruce

JULY 15, 2014

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.”.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Solo PR Pro

OCTOBER 16, 2018

Gayle Lynn Falkenthal, APR of the Falcon Valley Group , recommends: “Check all current plans and update for 2019, including your strategic communications plan, crisis communications plan, and anything else relevant. Rose of DKR Communications. Also, update editorial calendars for 2019.”. The State of the Industry.

Crisis Communications 127

Crisis Communications Trade Shows Crisis Customer Service 127

Prohibition

DECEMBER 9, 2021

It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. Today’s fast-paced digital world presents a challenge as customers expectations are higher than ever meaning brands are expected to have full transparency and communicate openly. What will happen if a crisis does happen.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Newsfile

OCTOBER 24, 2023

By Melissa Strle The worldwide public relations market is valued at approximately $107 billion U.S. Avoiding PR communication mistakes in this important market is paramount for PR pros. dollars in 2023. In addition, it shows no signs of slowing down with a projected annual growth rate of 5.7% in the coming years.

Communications 52

Communications How To Corporate Training 52

Cision

AUGUST 30, 2016

Set this scenario storm at regular intervals – say, once a quarter – or when your business landscape changes, e.g. new office, new international markets, new political climate. This isn’t the Communications Only Club. Crisis Comms Webinar Today: Want to learn more about crisis communications planning?

Crisis 220

Crisis Crisis Communications Crisis Management Exercises 220

Shift Communications

NOVEMBER 16, 2017

Legitimate critics will complain about their experience in a way that reveals a discernible issue such as long wait times, poor customer service, etc. Baseless criticism communicates a non-specific sentiment (“XYZ brand sux!”) If your service is slow, own up to it. Vice President, Marketing Technology.

How To 84

How To Crisis Communications Crisis Customer Service 84

Prohibition

JANUARY 17, 2022

With the recent increase in the use of social media in crisis situations, organisations across all sectors need to understand the benefits of incorporating it into their crisis plan. In fact, most experts agree that social media needs to be treated as a vital part of any company’s crisis communication plan.

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Shift Communications

MAY 22, 2017

Imagine what a timesaver this will be for companies as they tackle GDPR compliance in the next year, one of the most important changing regulations in marketing and advertising. For companies without an effective data science practice, crisis communications will be an ongoing trial. Vice President, Marketing Technology.

Publicity 166

Publicity Analytics Data Advertising 166

Melissa Agnes

NOVEMBER 10, 2014

These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage. Risk 3: A lack of bandwidth can leave you without a crisis communication home base. Marketing / Pr / Communications. Customer service.

Crisis 203

Crisis How To Exercises System 203

Sword and the Script

FEBRUARY 17, 2015

Thought leadership is usually associated with top-of-the-funnel as far as marketing outcomes are concerned, but there’s evidence to suggest it meets the needs of existing customers. Studies have shown that somewhere around one-fifth of companies identify related metrics such as customer retention as a content marketing objective.

B2B 60

B2B Leadership Customer Service Content Marketing 60

Prohibition

DECEMBER 17, 2021

When a crisis hits the news, we are reminded of a valuable lesson: that companies and businesses often have to act fast in order to prevent further damage from taking place. Crisis communications is an important aspect to tackle as a business owner. This guide is written to assist in every aspect of crisis communication.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Shift Communications

AUGUST 28, 2017

Public relations, marketing, and communications aren’t known for their futurist perspectives. More often than not, we’re reacting to the latest and greatest, from crisis communications (when the news is bad) to rapid response/newsjacking (when the news is good). Vice President, Marketing Technology. Stay tuned!

Analytics 96

Analytics Software Technology Data 96

Sword and the Script

APRIL 23, 2019

This leads me to wonder if the answers had been organized into a more traditional marketing framework – awareness, brand building, leads, conversion and loyalty – if the results would have shown greater alignment. Indeed, the best marketing already adopts the more relatable aspects of communications and PR.

Technology 128

Technology Study Communications Survey 128

Prohibition

JANUARY 14, 2022

Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc. 11 Steps to Effectively Managing a PR Crisis. A company or organisation is only as good as its ability to quickly, effectively, and creatively manage a crisis. The PR crisis team should consist of.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Waxing UnLyrical

AUGUST 18, 2014

Marketing got us to the moon 45 years ago and marketing is required to get us to Mars in the future. David Meerman Scott discusses why a tangible public relations and marketing strategy is key in changing attitudes towards future human space missions. Why CEOs Shouldn’t Trust Marketing.

Crisis Communications 75

Crisis Communications Software B2B Crisis 75

ImPRessions - Crenshaw Communications

MAY 15, 2018

As of this post, it has reclaimed $134B in lost market value. Southwest later showed good taste along with solid PR judgment by suspending its marketing and advertising. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues.

Crisis 136

Crisis Privacy Airlines Facebook 136

Reputation Us

SEPTEMBER 7, 2016

Boggs said it’s important for executives to discuss different crisis communications scenarios and practice executing the plan through simulations. Trying to communicate a crisis without a plan is like trying to float a boat with holes. You developed a crisis communications plan?’ By Peter Strozniak.

Crisis 60

Crisis Crisis Communications Insurance Insurance 60

Melissa Agnes

NOVEMBER 10, 2014

These attacks can and do come from anybody – from angry customers to unlawful competitors – and require legal and crisis communication expertise to manage. Risk 3: A lack of bandwidth can leave you without a crisis communication home base. Marketing / Pr / Communications. Customer service.

Crisis 100

Crisis How To Crisis Management Exercises 100

Burrelles Fresh Ideas

MAY 23, 2023

Increased use of artificial intelligence in travel: AI is already being used in various aspects of travel, from chatbots for customer service to personalized recommendations for accommodations and activities. may not need to market themselves as the demand is already there.

Travel 40

Travel Tourism Airlines Hotels 40

Sword and the Script

JUNE 3, 2020

to push real-time, actionable alerts to market-moving news as it breaks. Let’s say you’re a software company with dozens of competitors in each of your markets globally. She joined the company as a sales associate in 1987 and before her promotion served as the company’s chief customer service officer.

Product Launch 95

Product Launch Survey Banking Pharmaceuticals 95

Sword and the Script

FEBRUARY 5, 2019

Today, when you get ad through approval and into market…your job isn’t done. The CEO has recently made rounds on The Street to sell analysts on the idea the company will pay down debt by cutting promotional discounts, raising prices and retaining customers. The whole cycle – the feedback loop moves way faster than ever before.

Advertising 60

Advertising Advertising Social Media Twitter 60

5W PR

JUNE 15, 2020

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. For retail brands, this might include special offers, new discounts, and a more proactive customer service process that shows customers they’re appreciated and important.

Crisis 113

Crisis Digital PR Retail Reputation 113

Waxing UnLyrical

AUGUST 18, 2014

Marketing got us to the moon 45 years ago and marketing is required to get us to Mars in the future. David Meerman Scott discusses why a tangible public relations and marketing strategy is key in changing attitudes towards future human space missions. Why CEOs Shouldn’t Trust Marketing.

Crisis Communications 40

Crisis Communications Software B2B Crisis 40

Mindful Marketing

JULY 15, 2015

Every brand must have a crisis communications plan. ” Every good PR team will have some kind of crisis communications in queue, and revisit it yearly to ensure it remains applicable and current in our constantly changing business and communications environment. You have to plan for the worst.”

Analytics 50

Analytics Measurement Crisis Communications Tools 50

Critical Mention

AUGUST 21, 2018

You can even throw in a little bit of marketing–take the situation and spin it, emphasizing the experience that happened isn’t business SOP. However, responding with a short, sympathetic reply ensures the customer feels heard and shows your company’s commitment to your customers.

Customer Service 61

Customer Service Writing Financial Local 61

Cision

APRIL 28, 2015

They would still have to pay their bills, deal with customer service, and hope their WiFi worked. Try the outside-the-box content marketing ideas from our free white paper! The public mostly ignored the story. It was an internal argument taking place in public. It didn’t affect the public any. What this means for you.

Employee 120

Employee Print Customer Service Local 120

Deirdre Breakenridge

OCTOBER 20, 2015

Since graduate school, a question that has been in my mind is whether or not undergraduate PR education is teaching students the necessary skill- and knowledge-set to succeed in today’s job market. Most schools offer the basic courses such as Introduction to PR, Writing, Research, Campaigns, Case Studies, and Crisis Communications.

Education 150

Education Training Course Social Media 150

Stephen Waddington

DECEMBER 30, 2019

Other disciplines, notably marketing, have encroached on PR practice in areas that lead with paid media, such as influencer marketing and search engine optimisation (SEO). Influencer marketing is messy How we do it 9. The #FuturePRoof community goes from strength-to-strength. We’ve lost some battles but won others.

Government 103

Government Education Print Ethics 103

MaccaPR

OCTOBER 28, 2014

Since that time, he’s published several books including “Customer Service: New Rules for a Social Media World” and “ Zombie Loyalists: Using Great Service to Create Rabid Fans. " He has spoken to audiences in 22 countries on social media, publicity and marketing. Treat them well. Source: Amazon ).

Interviews 54

Interviews Financial Social Media Crisis 54

David PR Group

AUGUST 17, 2017

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. –John.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Prohibition

JANUARY 7, 2022

You want to take immediate action but make sure that your long-term goals aren’t set back by the short-term crisis. How important is crisis management? The first rule of crisis communication is to acknowledge the problem as quickly as possible. How to establish an effective crisis management team.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

Waxing UnLyrical

SEPTEMBER 28, 2010

Because other than my limited (primarily to Twitter and the company’s customer service hot line) communications with Pepco, I really had no idea what their efforts entailed. Our crisis communications plan consist of pre-event, event, and post-event reporting guidelines and information. Wanna Subscribe?

Social Media 61

Social Media Media Crisis Energy 61

Onclusive

JUNE 29, 2018

How crisis communications has changed. Heidi kicked off the webinar by highlighting how social media has fundamentally changed crisis situations from two-way feedback to all-way, rapid response conversations. He also has another decade and a half of experience in communications and marketing agencies.

Crisis 186

Crisis How To Brand Branding 186

Waxing UnLyrical

NOVEMBER 22, 2010

And the smartest PR agencies get that you have to have a relationship with your community if your PR or marketing messages have any chance of getting anywhere. But the bottom line is, it’s VERY important for anyone in PR, whether internally or externally, to understand the messy dynamics of the Open Community around organizations.

Community 82

Community Publicity Web Social Media 82

Shift Communications

SEPTEMBER 26, 2014

Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Happy customers and word of mouth referrals lead to an increase in sales, which are worth more in the long run than advertising. Marketing Coordinator.

Reputation 137

Reputation Brand Branding Customer Service 137

Cision

AUGUST 31, 2015

If that’s even close to being true, you will have to shift your content marketing strategy. Click here for outside-the-box content marketing ideas in our free white paper! “If you’re a B2B, that doesn’t mean you’re immune to a crisis happening.” Bring your own unique story.

Crisis 120

Crisis Crisis Communications Content Marketing Conference 120

Newsfile

JANUARY 30, 2024

AI Integration in Daily Tasks According to the latest annual McKinsey Global Survey on the State of AI , the most commonly reported uses of generative AI tools are in marketing and sales, product and service development and service operations. Create community-focused events or initiatives.

Trends 105

Trends YouTube Video Social Media 105