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Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. Five crisis PR first responses. It plans to close 8000 stores on May 29 for a half-day of employee education around racial bias.

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Follow these 8 steps to prepare for a crisis

PR Daily

Preserving your reputation is vital. Crisis preparedness is important, but is it essential? Unfortunately, the experience of managing a real-life crisis prompts many organizations to finally begin preparing for the next potential disaster.

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Three Steps to Successful Crisis Communication

Melissa Agnes

Crisis communication is one of the most important aspects of your crisis management. In fact, whom you communicate with in a crisis, along with when and how you communicate with them, can mean the difference between successful crisis management and crisis management failure.

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.

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. 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.

Defuse a crisis in 9 steps

PR Daily

If you lose reputation, I will be ruthless.". Today, reputation management is only as good as an organization''s search results. If your operations are solid, you have a responsive customer service team, and you run things ethically, the rest will sort itself out.

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Credit Union Times: CU Crisis Planning Essential

Reputation Us

The Credit Union Times interviewed CU crisis experts, including LT Public Relations ‘s Casey Boggs, for the August 31st cover story (below), “Credit Union Crisis Planning Essential.” ” If your financial institution is in need to safeguard itself and its reputation from potential issues, we’d welcome your outreach: Credit Union Crisis Planning Essential. You developed a crisis communications plan?’

Spirit Airline’s passenger brawl, labor dispute deliver punch to reputation

PR Daily

Writing a crisis comms plan for your organization? Here’s a scenario to add your list of PR nightmares: a labor dispute, a lawsuit against an employees’ union, a customer brawl and social media thrashing—all rolled together. Airline crisis.

These Smart Social Media Tactics Will Help You Prevent A Crisis

Melissa Agnes

Editor’s Note: This is a great blog post that gives you an overview of what you can do, right now, to prevent a crisis. A social media manager loses their temper in a customer service post on Facebook. But, are they a crisis? How to avoid a public relations crisis.

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Follow these 8 steps to prepare for a crisis

PR Daily

Crisis preparedness is important, but is it essential? Unfortunately, the experience of managing a real-life crisis prompts many organizations to finally begin preparing for the next potential disaster. FREE GUIDE: Keep your cool in a crisis with these 13 tips.].

5 ways brand managers can avoid a social media crisis

PR Daily

However, brand managers can navigate the sometimes-rocky seas of online interaction and avoid social media crises of their own by following these suggestions: [ RELATED: Make sure your company''s crisis plan is all it can be by joining our crisis communications webcast. ].

4 tips to prepare for and mitigate a crisis

PR Daily

These days, every company is on the brink of a crisis. 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.

What American Airlines’ crisis response can teach brand managers

PR Daily

American Airlines seems to have learned—largely from United Airlines’ recent tone-deaf response—what not to do in a crisis. An employee comes into the frame and the male passenger says, “You do that to me and I'll knock you flat.” The captain pulls the employee away.

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. Study: Employees want more employer-offered retraining.

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

PR Daily

It’s another reminder to be cautious and ready to respond (or go silent) in an unforeseen crisis. Amazon employees speak out on climate change. The blog post was published through Amazon’s advocacy group, Amazon Employees for Climate Justice.

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.

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. The organizations were chosen based on several elements that boost both their reputations and bottom lines.

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. Develop your brand’s reputation.

The Public Apology: Make the Most Out of “I’m Sorry”

Media Bullseye

PR professionals who work for brands or celebrities have the task of maintaining the reputation of popular people or companies that exist under the scrutiny of the public eye. I want to apologize for violating the trust our customers have invested in Wells Fargo.

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. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read.

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.

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.

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. Effective crisis communications don’t take the easy way out.

Listen, Then Speak: 10 Quotes on Social Media Listening


ET, Neal Schaffer, Jay Baer, Jeff Bullas, Mark Schaefer and Scott Stratten will convene at the “ Practice Listening: From Competitors to Customers ” webinar. Customers are no longer whispering their complaints to their neighbors at dinner tables.

5 ways internal content can boost your brand

PR Daily

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. Building a positive reputation.

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. Starbucks’ response was intended to reassure its customers and the public at large.

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. A company crisis is looming.

British Airways botches an external email, Southwest gate crew scores goodwill, and Target gains a Disney presence

PR Daily

Also: How social media teams can help their PR counterparts, YouTube and Apple Music offer curated playlists, and AT&T scrambles as 20,000 employees strike. The Southeast contract covers fewer than 8 percent of our employees.

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

Knowing how to align your legal strategy and crisis response can be a tough problem for communicators facing public recrimination. or “How can we use the concept of privilege to protect our reputation?”.

How Airlines Like Delta Hold Parents Hostage

Sword and the Script

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. It is High Time to Regulate Airline Customer Service.

20 key responsibilities for today’s PR pro

PR Daily

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. Internal communicators must turn dry content such as company policies into messages that employees want to read.

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. RELATED: Keep your cool in a crisis with these tips.]. Tumultuous customer situations are affecting more airlines than just Delta.

6 tips for monitoring and managing online reviews

PR Daily

Online customer reviews can make or break an organization, even a relatively large one. They simply let them happen without responding to them, encouraging positive comments, or even monitoring them, unless a PR crisis erupts. Ask customers an open-ended question on a social media site.

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. If you search the phrase do-it-yourself public relations ,? Google returns over 27 million results.

Guidance for adding humor into corporate writing

PR Daily

KFC scored brilliantly in response to its recent supply crisis—and there’s an elite group of flame-throwing social media auteurs who’ve successfully established a cheeky persona—but brand managers who wield humor as a marketing weapon walk dangerous ground. You should never compromise the reputation of your business for the sake of a joke. Longtime CSR executive and employee engagement expert Peter Dudley. The funny thing about corporate humor is that it’s typically not.

Five Ways Social Media Makes your Planning Process More Strategic


Social media helps you to gather intelligence and to become more intimate with your customers and other important stakeholders. Use social media to learn what your competitors are doing, saying, sharing and how their stakeholders are feeling about them vs. your company, products or services.

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

PR Daily

As the NBA’s PR crisis with China intensifies, other organizations have entered the fray. Custom Culture???????????????????????????????????????????????????????… Related reading: Hong Kong seeks to hire PR crisis firm—but finds no takers.

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Earned Media Rising Podcast With Cision CMO, Chris Lynch


It seems like maybe the C-suite is much more aware of the value that communications and reputation can add to an enterprise. In other cases, you’re seeing the alignment start to make a lot more sense as marketing organizations start thinking about the customer experience more broadly. . So, marketers work at doing things like customer Journey mapping, customer experience mapping.

What Is Public Relations (PR)?

Doctor Spin

Simply put, the Marketing Department is creating and pushing messages through paid channels, like advertising, about the brand and its products and its services. The prospect of finding full-service agencies or establish single-point-of-contacts are vanishing.

PR Basics Based on Principles will Never Change

PR Fuel

Remembering not to lie or even stretch the truth, even a little, can help maintain your reputation and career in the industry. Consider what happened to the team over at BP during the Gulf Oil Spill crisis. How much do we forget this when a crisis happens to our company or business? We think we know exactly what our customers want, but sometimes, we’re wrong. There’s nothing wrong with giving a layman’s explanation of what products or services your company offers.

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