Customer Service Is The “New” PR

ImPRessions - Crenshaw Communications

The best PR agency in the world can’t hold a candle to employees who are empowered to do the right thing. Good PR and great customer service have never been more intertwined. A business can spend millions on brand reputation and community service.

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

Barokas

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.

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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.

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

Customer Care | The Ultimate PR Strategy

Reputation Us

This may put some PR professionals on alert but — if companies put customer care genuinely, squarely at the center of their business model, there’d be less need for traditional PR. Speaking of tires… Nordstrom is known for its customer care.

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.

Why PR pros must own reputation management

PR Daily

Reputation management” was once strictly a PR term. In the past few years, however, reputation management was taken over by the search engine optimization world. Online reputation is more than search results. Though this is an online review, it’s not a customer service issue.

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.

Time for PR to Take Back Reputation Management

David PR Group

As an old-school public relations consultant, I remember the days when “reputation management” was strictly a PR term. But then sometime in the past few years, reputation management was stolen from us by the search engine optimization world. We need to take back reputation management.

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.

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

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. Yet employee communications is correlated with business success. Employees have great ideas.

Why Employee Opinions Are Their Own…& a Reflection Of Your Brand

Cision

Whether it’s a United Airlines employee following an archaic policy to “reaccommodate passengers” or a worker reaching out to go above and beyond, a brand is burned into our psyche by the story we experience at the hands of the employees.

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

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

Starbucks routinely engages with its customers on Twitter and other social platforms, responding to many questions and customer service issues. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

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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. A wishy-washy stance is likely to be seen as weak, and during difficult times, mixed messages are rarely helpful to employees and stakeholders.

Brand 170

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.

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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.

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. 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.

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.

Study: How social media buzz affects your brand's image

PR Daily

A single customer mishap can quickly grow into a PR nightmare. The bottom line is this: Customer service matters more than ever, and new research from Corra proves it. The study reveals shows which online platforms customers use to complain: 1.

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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.

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.

Follow these 8 steps to prepare for a crisis

PR Daily

Preserving your reputation is vital. It begins with a mindset change—companywide—toward realizing that reputation is a crucial asset and a key consideration in every decision. Seeing new, tangible evidence will be more likely to resonate with employees on an emotional level.

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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.

Pandemic and Your Brand: Time to Communicate

David PR Group

Upon reaching VRBO on the phone, the customer service representative reminded me that I would normally have forfeited the entire cost of my trip, but the platform was encouraging its property owners to give full refunds for rentals impacted by COVID-19.

The 20 Responsibilities of PR and What They Entail

Onclusive

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.

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. Customers are no longer whispering their complaints to their neighbors at dinner tables.

5 ways internal content can boost your brand

PR Daily

Here are five ways the content you push out to employees can also affect your consumers and your overall brand: 1. Unifying PR, marketing and customer service efforts. Empowering employees to tell brand stories. Building a positive reputation.

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.

How to identify and counter bogus online reviews

PR Daily

Consumers put great stock in endorsements and in damning assessments of products and services, but some such writeups are completely fake. Some businesses pay services or freelance writers to churn out flattering five-star reviews. Others give customers incentives to write fake reviews.

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PR Tips For Winning Business Awards

ImPRessions - Crenshaw Communications

Whether entering a customer case study, product, or an individual award, the judges are looking for quantifiable demonstration of success. When submitting for a customer service award, be prepared to supply some numbers on customer reviews and testimonials.

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.

How to Beat the Competition by ‘Spying’ on Social Media

Cision

Social media has become a centerpiece for brands’ reputations. Customer service departments have had to shift their strategies, while HR departments have started to turn employees into brand advocates.

Social Media Trends and How to Harness Them for Your Business

Prohibition

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.

PR lessons from the social media hoax targeting Starbucks

PR Daily

An Atlanta-area Starbucks closed after it received phone threats and the parent company was unable to convince some that a social media post claiming to be from a disgruntled Starbucks employee was a hoax. Starbucks’ response was intended to reassure its customers and the public at large.

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.

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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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.