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Was Away On A Mission Impossible?

ImPRessions - Crenshaw Communications

Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true. It’s about one of the key departments Korey oversaw – customer service – and its seemingly impossible standards.

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

It can be easy for a corporate PR team to neglect a critical aspect of business communications — internal PR. In certain cases, high-profile companies take it for granted that employees are corporate cheerleaders, or they may leave the responsibility for employee engagement to HR.

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5 ways internal content can boost your brand

PR Daily

In the race to continually spit out content that consumers are interested in, brand managers can—and often do—make use of effective internal communication efforts to enhance external content marketing and PR campaigns. Unifying PR, marketing and customer service efforts.

How to create a culture abuzz with internal fans and advocates

PR Daily

How would you like to improve your marketing reach, revenue and reputation? Engaged employees have a vested interest in your organization’s success. A positive employee attitude can engage your customers as well. The benefits of enlisting your employees can be substantial.

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.

Future of PR and social media for International Air Transport Association crisis communications conference

Stuart Bruce

The motion was “You don’t need compliance rules when your employees have social media.” Employees, customers, suppliers, shareholders, regulators on social media will see through your shield and expose you. Doing right by your employees.

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.

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

PR Daily

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. million and caused “irreparable harm to its goodwill with its customers.”. “We

Brands, Bad PR And Ad Boycotts: Who Wins?

ImPRessions - Crenshaw Communications

A few simple steps can help protect reputation and resolve the issue relatively quickly. ” But any brand who takes a decision in a charged situation like the Moore allegations should know that its move will become public, and internal communications are likely to leak.

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Target, others to close for Easter Sunday, Home Depot stops selling N95 masks, and AdCouncil’s #AloneTogether PSAs

PR Daily

Good morning, communicators: The Ad Council developed several public service announcements in partnership with the Centers for Disease Control and Prevention, U.S. Read about our plans to limit customers in stores and continue to reinforce social and physical distancing.

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.

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 Communications. the eyes of customers or journalists. Most of us see what our jobs entail at the point of hire.

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.

5 lessons from America's most hated companies

PR Daily

The site reviewed customer service metrics along with employee satisfaction, company policies and price performance to determine who earned the dubious distinction of “most hated companies in America.”. Walmart: Employee relations affect public opinion.

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.

5 terrific tips for winning industry awards

PR Daily

Whether you’re entering a customer case study, product or individual award, the judges are looking for quantifiable success. When submitting for a customer service award, provide numbers reflecting customer reviews and testimonials.

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. At a certain point, most small businesses outgrow their first forays into public relations.

New Rules That Every PR Person Should Know

ImPRessions - Crenshaw Communications

A PR agency employee starting in the business today will be creating programs, telling stories, and reporting to clients in ways very different from just a few years ago, in part due to the rise of digital technology and the blurring of lines between paid, earned, and owned media.

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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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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. departure to Dallas-Fort Worth International Airport.

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 communications. explains more in this Forbes article outlining internal communications best practices.

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.

7 ways SAS uses social media monitoring to track the competitive landscape

PR Daily

Social media monitoring has taken on heightened importance in a wide range of business concerns, from communications to customer service. FREE DOWNLOAD: How to manage online feedback and brand reputation ]. Unleash your internal advocates.

Expert interview – Scott Guthrie on PR in the Digital Age


We seek to earn positive reputations for our clients by aligning client expectations with the expectations of publics. It allows brands to be able to speak directly with their customers or wider — with their publics. From customer service to HR, from the C-suite to logistics. Besides giving a voice to (potential) customers, the Internet has also empowered a less obvious group of stakeholders: employees. Who is Scott Guthrie?

These Smart Social Media Tactics Will Help You Prevent A Crisis

Melissa Agnes

A social media manager loses their temper in a customer service post on Facebook. But neglected, they can turn into a full blown reputation crash and even a pretty big hit to the bottom line. By Chris Syme.

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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.

How and why plain text is making a comeback—via chatbots

PR Daily

That is, you’ll provide Cortana some verbal input about a company or service, and Cortana will bring that company’s bot into the conversation. Originally a website and email newsletter, Purple pivoted to a messaging service that functions over SMS.

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Three Steps to Successful Crisis Communication

Melissa Agnes

In order to do this, begin by asking yourself and your team the following question: Who, in a crisis, do you need to communicate with in order to minimize the negative reputational impact on your organization? Customers / clients. Employees.

Why Do-It-Yourself Public Relations Is An Urban Legend


A professional practitioner helps clients with internal communications, community engagement, social media best practices, speech writing, investor relations. 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. They cite examples of start-up companies that were charged $10,000 per month (or more) for PR services.

15 Up-and-Coming PR and Social Media Marketers to Watch

Communications Conversations

A North Minneapolis native, Tess excelled in her journalism program at Drake University, during which she presided over the Coalition of Black Students and interned in business development with The Integer Group and in marketing/group sales with Iowa Events Center.

Innovation or stagnation: Are brands losing their individuality?

PR in High Definition

Customer service is often considered to be the key to a brand’s reputation , but part of keeping the customer happy and loyal, is to bring something new and exciting to keep them engaged. Innovation.

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Guidance for adding humor into corporate writing

PR Daily

RELATED: Create powerful corporate content that engages both internal and external audiences ]. Whether you’re looking to add humor into external or internal communication, there are risks aplenty. You should never compromise the reputation of your business for the sake of a joke. Longtime CSR executive and employee engagement expert Peter Dudley. Like the CEO saying: “Our commitment to our customers is the strongest in the industry.

Credit Union Times: CU Crisis Planning Essential

Reputation Us

” If your financial institution is in need to safeguard itself and its reputation from potential issues, we’d welcome your outreach: That’s why a crisis communications plan must be developed first before the inevitability of a data breach, a cyberattack or internal fraud sinks the credit union’s valuable reputation. “I’ve That’s what good customer service is,” Huey explained. “I

Relations with customers and prospects

PR Conversations

Its title: Relations with Customers and Prospects , is essentially what today may be thought of as marketing rather than public relations. The focus of Hahn’s chapter is on stores as retailers, reflecting a narrower focus of ‘customers and prospects’ than we take today.

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Relations with customers and prospects

PR Conversations

Its title: Relations with Customers and Prospects , is essentially what today may be thought of as marketing rather than public relations. The focus of Hahn’s chapter is on stores as retailers, reflecting a narrower focus of ‘customers and prospects’ than we take today.

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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.

Top 50 PR, Marketing & Social Media Podcasters to Follow


is for entrepreneurs and startups who want to be big – not by creating and selling more products and services – but by developing a loyal audience through remarkable content. A show about communicating with clients, prospects and employees – in person, in print and online.

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. Owned would be newsletters , websites and publications for internal or external use. What is public relations (PR)?

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. We think we know exactly what our customers want, but sometimes, we’re wrong. Retail outfits should always include directions, for both drivers and customers using mass transit, to locations. There’s nothing wrong with giving a layman’s explanation of what products or services your company offers. Collaborate With Your Customers.

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