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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. When your company’s culture, customer service and communications strategy are all aligned – it can help your business maintain a healthy reputation and even lead to brand loyalty. 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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Unpacking The Away PR Disaster

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.

Boyd Gaming lays off 2,500 employees, Apple asks retail employees to WFH, and earned media drives 88% of consumers to websites

PR Daily

All three tweets showcase different (and simple) ways you can take advantage of a national “holiday” to spread awareness, promote your products and services or capture attention and engagement. Here are today’s top stories: Boyd Gaming lays off 2,500 employees. The company, which owns and operates 10 casinos in Las Vegas, announced job cuts affecting at least 25% of its workforce—or roughly 2,500 employees. CRISIS LEADERSHIP BOARD.

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. Your reputation as a company can be the difference between Fortune 500 and, “We’re laying off 500 more employees.”. Harris Poll has recently released its latest list of the companies with the best and worst reputations.

Lockdown lovehandles? Curb your heuristic impulses and guard your reputation

PR in High Definition

Given the ‘follow factor’ of the unconscious opinion, it’s made me realise that what other people say about you, your product/service or your business is the most powerful trigger. That instant ‘warm recall’ of a product/service or a company that puts a smile on someone’s face, and creates loyal, returning or new customers is surely the holy grail of reputation. The true colours of leadership teams were shown recently, and, for some, it wasn’t admirable at all.

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. How can you continue to ensure your brand is relevant to customers now and in the future? Are your efforts aimed at attracting new customers?

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 I believe there will be an acceleration towards humanizing brands, putting individuals in front of a corporate identity, in an effort to emotionally connect with customers.”. – BJ Schaknowski | Vertafore. 5) Alignment of marketing and customer success. “A

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.

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. Yet its first public response to the April 12 arrest of two African American customers who simply hadn’t ordered anything at a Philadelphia location was in a tweet the following day.

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How to respond when you can’t answer a question

PR Daily

I used to work at Hallmark, which is famous for stellar customer service—as well as greeting cards and charming (albeit formulaic) holiday movies. All employees went through presentation and customer service training. RELATED: Craft messaging that maintains trust and protects reputations ]. Executive Communication Leadership Communications Marketing PR PR IndustryFor presenters, ‘I don’t know’ is a good way to start—but not to finish.

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

PR Daily

Amazon employees speak out on climate change. The blog post was published through Amazon’s advocacy group, Amazon Employees for Climate Justice. GeekWire reported : Amazon Employees for Climate Justice is part of a broader trend of employee activism occurring in the tech industry.

Air Canada lays off 5,100 as Domino’s prepares to hire 10K, Facebook grapples with deleting misinformation, and studios release films early

PR Daily

Here are today’s top stories: Air Canada lays of 5,100 employees as Domino’s hires 10K. Air Canada announced it was temporarily laying off 5,100 of its employees. CNBC reported : The company is looking for delivery drivers, pizza makers, customer service representatives, managers and licensed truck drivers for its supply chain centers.

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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. We think only of how it can harm us with the rapid dissemination of negative news and rumours detrimental to our reputation. For every one thing that Asda wants to say it says nine things its customers want more.

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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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. Corporate communicators regularly work with stakeholders across the organization to develop and distribute pertinent info to employees and key affiliates. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read. Executive Thought Leadership.

Managing the Aftermath of a Digital PR Crisis


The latter includes direct, continual contact with fans and customers. Let’s take a look at how brands should use the tools available on social media to mitigate a PR crisis and move forward to re-establish the brand’s reputation. There’s often no need to take the blame for something that isn’t the brand’s direct responsibility, but it’s always a good look to be seen taking leadership of a crisis response. Brands need to have a vibrant and active social media presence today.

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. Many “social media crises” are billed as PR failures, but if you examine the details, most of the problems are exacerbated by customer service lapses.

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. Today’s PR programs are less about selling and more about telling… stories that engage prospective customers or partners. Thought leadership isn’t just for B2B brands.

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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. When considering an agency to handle reputation management and media relations for a company, consider these signs as indicators of the need to boost PR efforts. At a certain point, most small businesses outgrow their first forays into public relations.

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. Especially in today’s atmosphere of increasing corporate activism , a company that takes a stand on a controversial topic can create lasting bonds with customers – even if it alienates others in the process. But the storytelling should go beyond the founders and employees.

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Social Media Trends and How to Harness Them for Your Business


Employee Brand Engagement. Over the last few years, many brands have used this simple but effective method of creating social brand ambassadors with current employees. This could be anything from sharing and engaging with your brand’s content to publishing thought leadership pieces and participating in interviews for industry publications. Many users will pose customer service enquiries straight to social media as they see this as a chance to get an immediate response.

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 ].

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. And for in-house PR pros, it can be a project that has a major pay-off in bringing you to the attention of company leadership. Customer service, chain retail storefronts, human resources, there are many rich opportunities to be more visible to those who might buy that product.

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. For Chase, a human user tried to jump on a hashtag trend, but instead offended some customers. Won’t be using that sorry ass service NO more.

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. Good morning, PR pros: More than 20,000 AT&T employees in nine states have gone on strike to protest how they’re being treated during contract negotiations. The Southeast contract covers fewer than 8 percent of our employees. How have you prepared to handle employee discord before it turns into a crisis?

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. For example, in a major reputational crisis, you may need to call investors directly to ensure that they hear the story straight from you and do not lose trust in your organization and start redeeming their money.

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. The monetary loss taken by not selling the devices is outweighed by the boost in brand reputation and consumer trust. Related reading: Juul reputation’s up in smoke, kid-focused videos get 3X the YouTube views, and many PR pros are introverts.

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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. To top it off, Tess has been selected a Fellow through two distinctive leadership programs — as a RISE Fellow in the New Sector Alliance and as a Josie R. 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. Have a defined identity and corporate narrative that your employees can strive to exemplify and customers and investors can believe in. Building new products, services and innovations around insights will provide a framework for all decision-making.

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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? And since then, you can’t swing a dead cat without hearing a marketer chime-in about improving the customer experience, or CX, as we cool people like to call it. 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


Facebook Marketing All in One for Dummies” co-author and online entrepreneur Amy Porterfield shows you exactly how to monetize your online marketing and blogging efforts using her own tested, ACTIONABLE lead generation strategies — so you can successfully launch and promote a new program, grow your email list, get more leads, build your authority, turn your customers into raving advocates OR simply find the time (and mindset!) Digital multimedia has evolved yet again.