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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. Within four days, amid a public and media reaction and a deepening crisis, CEO Mark Zuckerberg launched an apology tour with social posts, a more contrite and complete news statement, and TV interviews. See this fascinating Wired article for a deeper peek into the inner mechanisms of crisis PR.

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Lake Forest Chamber of Commerce Livecast talking Crisis PR

The Stalwart Blog

What do you do when you’re embroiled in a crisis that maybe wasn’t of your making? He is a crisis PR expert, a friend of mine for many years. The bottom line is that crisis PR, which is now my specialty, has been something I’ve done since the beginning because in Navy operations something always happens that draws the media attention. When you get involved in these things, how far are people into the crisis by the time you show up?

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Yelp employee’s angry open letter to CEO starts online firestorm

PR Daily

An open letter published by a disgruntled employee has sparked an online debate over employee expectations and tech companies’ practices. On Saturday, a former Yelp/Eat24 employee who goes by the pen name “Talia Jane” published a letter to the company’s chief executive, Jeremy Stoppelman, via Medium. The letter soon went viral because of Jane’s depiction of Eat24’s customer service employees’ inability to make ends meet given San Francisco’s high cost of living.

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 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.

What’s the crisis response if you’re off the grid?

PR Daily

One of your organization’s employees did something disgraceful, and it was captured on video. Congratulations: Your crisis has started without you. The simple solution is to create a crisis management ecosystem throughout your organization long before you get your boarding pass. In the past, even the best-run organizations had crisis plans that centered on the notion that any crisis would involve a news crew arriving on the scene and then looking for sources.

Instagram fights bullies, Blue Bell’s viral mess, and the top reason consumers unfollow brands

PR Daily

Blue Bell faces viral challenge meltdown. A viral video of a person opening a carton of Blue Bell ice cream, licking the top layer and putting it back in the store freezer has inspired others to do the same with ice cream and other products under the hashtag #icecreamchallenge. Why you should care: The Wall Street Journal called the challenge “ the wrong sort of viral advertising.” Make sure your crisis response plan is ready for an unwanted viral moment.

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How Southwest Airlines creates meaningful, memorable content

PR Daily

He also shared the airline’s viral Operation #RescuetheDress story, which tracked Southwest’s efforts to deliver a bridesmaid’s dress to Costa Rica. The delightful customer service caper trended on Twitter and earned widespread media coverage. He says the airline pours social media content into three buckets: Transactional content is used to provoke customer action, such as fare sales. Operational content communicates information or updates to customers.

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. Knowing how to align your legal strategy and crisis response can be a tough problem for communicators facing public recrimination. 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.

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. 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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Report: Consumers want to be entertained on social media

PR Daily

Going viral still seems the favored way to score a big social media success. Brand managers prioritize “likes” and comments, shares and retweets, and interaction with customers. However, social media has a lot more to offer than just viral moments. RELATED: Boost your employee communications, PR and social media prowess at Microsoft HQ ]. At the top of the list: poor customer service. One key avenue available to marketers is employee advocacy.

Be Human: 4 Lessons From xPotomac 2015

Cision

Discussions touched on the way technology has shaped how we share content, work together, report the news and respond in the midst of a crisis. If you want content to take off and go viral, think about emotional storytelling, not necessarily what everyone else is doing. Examples from their recent book covered how a “no email” culture helped increase one company’s productivity and communication, while a “no call center” solution increased a bank’s customer service.

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. Small issues—like a squashed burger or fast food that doesn’t quite look like the promotional pictures—might elicit a chuckle or two and receive some level of viral attention, but they are unlikely to rise to a level of even minor crisis.

Forever 21 files for bankruptcy, McDonald’s tests meatless option, and email’s the go-to for ‘conversational marketing’

PR Daily

We look forward to continuing to provide you with the great service and curated assortment of merchandise that you expect from us. Conversing with organizations through an app was used more often by 32% of consumers, with telephone conversations, online customer service chats and social media platforms coming in close behind. Related reading: J&J to pay $527M in opioid damages, Popeyes’ Twitter spat creates viral win, and KFC tests plant-based ‘chicken’.

United Airlines: When Common Practices Goes Bad

Return on Reputation

The events of the passenger ejection from a United Airlines flight that have nearly broken the internet serve as a reminder that despite all the anxiety in boardrooms across America about a rogue White House tweet, a good old fashioned reputational crisis is usually something you’ve earned for yourself. This situation seemed to flip the script, where the bad behavior came from the employee , not the passenger.

Listen, Then Speak: 10 Quotes on Social Media Listening

Cision

ET, Neal Schaffer, Jay Baer, Jeff Bullas, Mark Schaefer and Scott Stratten will convene at the “ Practice Listening: From Competitors to Customers ” webinar. Listening to customers is more important than it’s ever been because their feedback is manifestly public where it’s historically been private. Customers are no longer whispering their complaints to their neighbors at dinner tables. Your brand’s success depends on your employees’ hard work.

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. 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.

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The Top PR Threats To Your Company’s Reputation

ImPRessions - Crenshaw Communications

A sudden crisis can be an externally driven event that is entirely unpredictable, like the death of a chief executive or an accident by a business partner. 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. Most crisis events are a long time in the making. 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.