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Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines. 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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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.

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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. McDonald’s is hoping to replicate the success of Popeyes’ viral chicken sandwich. The monetary loss taken by not selling the devices is outweighed by the boost in brand reputation and consumer trust.

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South Dakota meth PSA goes viral, Chick-fil-A drops donors after LGBTQ protests, and 72% of consumers switch to competitors after bad service

PR Daily

The ad went viral as Twitter and other social media users ridiculed the slogan. or “How can we use the concept of privilege to protect our reputation?”. The Northridge Group’s State of Customer Service Experience 2019 report revealed that 72% of consumers are likely to switch to a competitor after only one negative customer service experience.

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. In the age of social media, brands are quick to try to distance themselves from employees on social media. First, it can make an employee feel they have a false sense of freedom of brand speech.

How Southwest Airlines creates meaningful, memorable content

PR Daily

He also shared the airline’s viral Operation #RescuetheDress story, which tracked Southwest’s efforts to deliver a bridesmaid’s dress to Costa Rica. The delightful customer service caper trended on Twitter and earned widespread media coverage. He says the airline pours social media content into three buckets: Transactional content is used to provoke customer action, such as fare sales. Operational content communicates information or updates to customers.

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. Small issues—like a squashed burger or fast food that doesn’t quite look like the promotional pictures—might elicit a chuckle or two and receive some level of viral attention, but they are unlikely to rise to a level of even minor crisis.

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.”. The long-term effects from unchanged mistakes, however, can lead to even more expense for PR and marketing pros who have to deal with the monetary and reputational costs involved. Walmart: Employee relations affect public opinion.

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. Each influencer will explore how to tune into key audiences to strengthen your brand’s reputation, cultivate stronger relationships on social and prosper from past challenges. Listening to customers is more important than it’s ever been because their feedback is manifestly public where it’s historically been private.

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. What we see on this video does not reflect our values or how we care for our customers. We are deeply sorry for the pain we have caused this passenger and her family and to any other customers affected by the incident.

United Airlines: When Common Practices Goes Bad

Return on Reputation

The events of the passenger ejection from a United Airlines flight that have nearly broken the internet serve as a reminder that despite all the anxiety in boardrooms across America about a rogue White House tweet, a good old fashioned reputational crisis is usually something you’ve earned for yourself. This situation seemed to flip the script, where the bad behavior came from the employee , not the passenger.

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Cision

It seems like maybe the C-suite is much more aware of the value that communications and reputation can add to an enterprise. In other cases, you’re seeing the alignment start to make a lot more sense as marketing organizations start thinking about the customer experience more broadly. . So, marketers work at doing things like customer Journey mapping, customer experience mapping. Steve Barrett: We’ve all seen those go viral haven’t we?