Crisis, Customer Service and Exercises

Does Your Crisis Scenario Plan Need Some Love?

Cision

AUGUST 30, 2016

Yet, this is our world today and our “new normal” as communicators and crisis management teams. Loop in HR, accounting, customer service, area managers and people who have a feel for your operations and your geographic regions. And, that they are fully briefed on their role within your crisis plan. Share it! .

Crisis

Crisis Crisis Communications Crisis Management Exercises

How To Identify your Crisis Plan’s Blind Spots

Melissa Agnes

NOVEMBER 10, 2014

Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out! Who should be involved in this exercise? Customer service.

Crisis

Crisis How To Exercises System

These Smart Social Media Tactics Will Help You Prevent A Crisis

Melissa Agnes

SEPTEMBER 16, 2014

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. Not necessarily.

Social Media

Social Media Crisis Training Media

3 Must-Do’s (Right Now) to Make 2015 Crisis-Free

Melissa Agnes

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note? 3 absolute must-do’s to help make your 2015 crisis-free. But let’s not be fooled.

Crisis

Crisis Crisis Management Exercises Customer Service

Three Steps to Successful Crisis Communication

Melissa Agnes

FEBRUARY 16, 2016

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. Step 1: Identify your stakeholders.

Crisis Communications

Crisis Communications Crisis Communications Crisis Management

3 Must-Do’s (Right Now) to Make 2015 Crisis-Free

Melissa Agnes

JANUARY 5, 2015

In fact, as we saw with the Sony crisis in December, these risks and threats are only bound to grow – as are today’s crisis management challenges. So why not lead into 2015 on a crisis-intelligent note? 3 absolute must-do’s to help make your 2015 crisis-free. But let’s not be fooled.

Crisis

Crisis Exercises Customer Service Training

How To Identify your Crisis Plan’s Blind Spots

Melissa Agnes

NOVEMBER 10, 2014

Don’t think your crisis plan has blind spots? Let me throw three common crisis scenarios at you and you can reflect on whether or not your team is prepared for each of them – and don’t assume you know the answer, actually go and find out! Who should be involved in this exercise? Customer service.

Crisis

Crisis How To Crisis Management Exercises

What Is Crisis Management And Why Its Important?

Prohibition

JANUARY 7, 2022

Crisis management is something every company needs to implement as part of its business processes. Without a documented plan, how would you handle a crisis? If you think you could never be the victim of a crisis, think again. If you think you could never be the victim of a crisis, think again. What is a crisis?

Crisis Management

Crisis Management Crisis Reputation Financial

Blue Ocean Global Technology Interviews Casey Boggs of ReputationUs

Reputation Us

JUNE 1, 2023

Therefore, reputation management is an exercise in listening and being vigilant about factors that may directly impact your company’s reputation. Blue Ocean: Your firm, ReputationUs, states that “We enhance the reputation that precedes your organization, before a crisis defines your organization.” The following is a list of issues.

Technology

Technology Interviews Reputation Crisis

Bring Businesses to Consumers’ Homes

5W PR

MAY 28, 2020

Whether that involves restaurant deliveries or grocery deliveries for meals, soap, and hand-sanitizer, or exercise equipment in an attempt to stay active while being stuck at home. With millions of people stuck in isolation, the best way to provide everyone with exemplary customer service is to show concern, care, and empathy.

Consumer

Consumer Exercises Crisis Customer Service

Infographic: The Perennial Customer Revolution

Sword and the Script

MAY 19, 2015

It seems to me the same is true of customer service. Every few years there’s a new book that forewarns of a customer revolution. Mass media, the web, social media were all destined to change customer service. Good customer service isn’t the rule, it’s an exception. And yet it hasn’t. Litmus test?

Infographics

Infographics Customer Service Exercises Software

State of Crisis Communications and Social Media from a Professor’s Perspective

Waxing UnLyrical

SEPTEMBER 16, 2015

Social media and crisis communications has become one of the fastest growing areas of both practice and research for today’s communication landscape. Additionally, “over half of respondents (52%) feel that the benefits of using social media as a crisis communications tool outweigh the risks” (page 4). Guest Post by Karen Freberg.

Crisis Communications

Crisis Communications Social Media Crisis Communications

Behind the Headlines With Brandon Puttbrese

Cision

AUGUST 9, 2016

In this interview, Brandon shares why brands shouldn’t focus too much on competitors, how to streamline your pitches to journalists and how social media can help your brand in a crisis. What role does social media play in reputation and crisis management today? What advice do you have for public relations professionals facing a crisis?

Crisis

Crisis Reputation Study Social Media

Misinformation 2.0: Deepfakes are the biggest threat to media today

PR in High Definition

JULY 22, 2019

Then, of course, there’s the crisis communications element. In a hypothetical example of a doctored video depicting racist abuse by a customer service representative in a big brand’s shop, it will be the responsibility of the PR team to communicate that the incident did not occur and is instead a deepfake.

Media

Media Viral Video Newspapers

10 Crisis Communication Tips Every Business Needs

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

Crisis Communications Crisis Communications Crisis Management

Is working in social media stressful?: Some thoughts and recommendations

Karen Freberg

JUNE 14, 2018

We have to be content creators, storytellers, managers, crisis professionals, data analysts, disruptors, entrepreneurs, strategists, writers, researchers, community managers, customer service representatives, and experts in personal branding. For me, this is exercise. Take a moment for yourself to collect your thoughts.

Social Media

Social Media Media Community Sports

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Cision

OCTOBER 16, 2017

And that’s like sort of a good clarifying exercise to start. But then you also have customer service and customer experience teams that are focused on when someone just has a bad, or a good, customer experience and how you react to that.

Media

Media Storytelling Technology Data

Brand conversations during COVID-19

Stephen Waddington

MAY 9, 2020

Organisations typically have one of two responses to a crisis: they either go silent or they over communicate. You’ll have observed examples for yourself during the COVID-19 crisis. The best responses are rooted in listening, engaging and providing support to customers. It’s a great means of engaging customers during lockdown.

Brand

Brand Branding Travel Crisis

Public relations in 2018

Stephen Waddington

NOVEMBER 19, 2017

Twitter is the largest ever market research exercise that no one ever commissioned. Bots have been developed to help with customer service, support and sales. Have you considered this as part of your crisis planning? Selective hearing helps no one. The shift to 280 characters makes it an even richer source of data.

Publicity

Publicity Ethics Data Community

Public Relations Today

Does Your Crisis Scenario Plan Need Some Love?

How To Identify your Crisis Plan’s Blind Spots

Trending Sources

These Smart Social Media Tactics Will Help You Prevent A Crisis

3 Must-Do’s (Right Now) to Make 2015 Crisis-Free

Three Steps to Successful Crisis Communication

3 Must-Do’s (Right Now) to Make 2015 Crisis-Free

How To Identify your Crisis Plan’s Blind Spots

What Is Crisis Management And Why Its Important?

Blue Ocean Global Technology Interviews Casey Boggs of ReputationUs

Bring Businesses to Consumers’ Homes

Infographic: The Perennial Customer Revolution

State of Crisis Communications and Social Media from a Professor’s Perspective

Behind the Headlines With Brandon Puttbrese

Misinformation 2.0: Deepfakes are the biggest threat to media today

10 Crisis Communication Tips Every Business Needs

Is working in social media stressful?: Some thoughts and recommendations

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Brand conversations during COVID-19

Public relations in 2018

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