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The Snowball Effect: How Your Company Culture Affects Your Customer Service and Informs Your Communications Strategy


Company culture rests on the values every employee brings with them to the office each day. It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies. Your employees are your biggest advocates.

Was Away On A Mission Impossible?

ImPRessions - Crenshaw Communications

But it’s a perfect time for fresh leadership, and a good way for Korey to be sent packing as a public face of the brand. Yet my first take on the Away reputation mess wasn’t just that workplace culture impacts brand reputation, although that’s true.

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26 Thoughtful Marketing Predictions that Could Actually Happen in 2019 Across PR, Content, Digital, Social Media and Customer Success

Sword and the Script

There’s something in here for every discipline of marketing – be it strategy, PR, content marketing, SEO, digital, social media, customer marketing, and so much more. 3) Emotional connection with customers. “I 5) Alignment of marketing and customer success. “A

Report: The best (and worst) brand reputations

PR Daily

According to Virgin CEO Richard Branson, “Your brand name is only as good as your reputation.”. It’s tough to sum up the importance of brand reputation in a single quote, but this comes close. On the “worst reputation” side, here are the top (or bottom) 10, in ascending order: 10.

Branding Basics: Measure Your Way to a Better Reputation

Beyond PR

Put more simply, branding is the way in which companies produce a feeling in their customers –a reaction, intuition. Today, 48 percent of global consumers expect brands to know and help them discover new products and services that fit their needs.

Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

First statements say a lot about what a brand stands for, and they reflect on the quality of its leadership. Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues.

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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.

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.

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.

Word of Mouth Marketing: How to Spark Positive Conversations

B2B PR Sense

In fact, according to the Chatter Matters: 2018 Word of Mouth Report , 83% of Americans said that they were more likely to purchase a product or service if it was recommended by a friend or family member. Nothing builds a customer-company relationship faster or more solidly than trust.

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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.

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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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.

4 Ways PR Creates Brand Attachment

ImPRessions - Crenshaw Communications

Some customers are initially attracted to certain brands because they like their ad message. Others are loyal because of a good experience with product quality or customer service. But the storytelling should go beyond the founders and employees.

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An Uber bot blunder and a Chase ‘motivational’ gaffe yield key lessons

PR Daily

Users believe your tweets are representative of your leadership, the product of organizational consensus, and carefully crafted and vetted messages. 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.

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

PR Daily

Custom Culture???????????????????????????????????????????????????????… The efforts underline the importance of encouraging passionate fans of your products and services to post their stories across social media.

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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 ].

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.

The Often-Overlooked PR Gold Mine: Online Public Speaking

Rock the Status Quo

In fact, some use it as their primary lead generation tool or a valued revenue stream , and the PR agency or employee that can generate active leads is an extremely valuable part of the team.

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

Communications Conversations

She is well versed in customer service and thrives on building relationships — online and in person — while accomplishing a variety of demanding business goals. Johnson Leadership Academy Fellow through the African American Leadership Forum.

Becoming a lifestyle brand, the Apple way

Return on Reputation

These companies have created such strong emotional connections with their customers that they now serve to validate their identities and customers reciprocate by voluntarily tattooing their cars, computers and even bodies.

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Deeper Dive Into Changing Customer Experience: 5 Questions with Brian Solis

David PR Group

Late last year, I met author and customer experience sage Brian Solis. My blog post about my conversation with him, Is Customer Experience the Next Killer App? David: When did you realize that customer experience is the new brand? Leadership rises from the middle often times.

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.