Sword and the Script

JUNE 3, 2020

Review your policies. Act on your policies. The application in crisis communications is interesting because in the face of negative news coverage the internal debate tends to be two-fold: a) should we respond and b) if so, how? billion ,” according to a new report from Burton-Taylor International Consulting.

Product Launch 96

Product Launch Survey Banking Pharmaceuticals 96

Mindful Marketing

JULY 16, 2022

fined EY $100 million , “the largest ever imposed by the Securities and Exchange Commission against a firm in the auditing business” and “twice the sum that KPMG, another big auditing firm, paid in 2019 to resolve an investigation into similar allegations of cheating by auditors on internal training exams.”

Ethics 89

Ethics Pharmaceuticals Corporate Financial 89

Burrelles Fresh Ideas

JUNE 6, 2023

Chatbots and Virtual Assistants: AI-powered programs help these conversational interfaces to engage with customers in real-time, answering their queries, providing recommendations, and guiding them through the buyer’s journey, all while hopefully enhancing customer service and satisfaction.

Communications 40

Communications Marketing Technology Data 40

Prohibition

DECEMBER 9, 2021

Will your customer service team receive an increased amount of calls, what about your website and social media channels? Your social media team might already have something for responding to customer service issues. It should be someone with authority to speak on what has happened. Who is monitoring those?

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Prohibition

JANUARY 14, 2022

Corporate impropriety, such as fraud, theft, negligence, corruption, deception, poor customer service etc. Having someone from legal, customer service, communications, and public relations on the team ensures that all bases are covered. Will you hold an external or internal press conference?

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Sword and the Script

JANUARY 3, 2023

Internal communications: PR practitioners may also be responsible for communicating with employees and stakeholders within an organization. Public affairs: This involves working with government officials and agencies to shape public policy and advocate on behalf of an organization.”. Not a bad breakdown.

Interviews 100

Interviews Publicity Technology Social Media 100

PR 20/20

AUGUST 22, 2017

While only 7% cite executive sponsorship as their paramount challenge, 40% indicated that the most common challenge—proving ROI—points to a crucial need to drum up and perpetuate internal support. Human Resources is uneasy about adopting an employee social media policy. My own experiences echo these findings. Pick Your Battles.

Marketing 87

Marketing Resources Technology Internal 87

Beyond PR

MARCH 9, 2016

Failing to understand your customers’ mindset and buying cycle can impact everything — from how you create and distribute marketing content to how you launch products and resolve customer service issues. Attend meetings and keep an open-cubicle policy. Selling makes you a better marketer. Be present. Be available.

Marketing 75

Marketing Meeting Resources Energy 75

Reputation Us

SEPTEMBER 7, 2016

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. That’s what good customer service is,” Huey explained. “I People want to know. Perception is reality.

Crisis 60

Crisis Crisis Communications Insurance Insurance 60

ImPRessions - Crenshaw Communications

NOVEMBER 15, 2017

Have a clear advertising policy. Boycotts are the new brunch among the politically active, so major advertisers should decide in advance what their policies are. It pays to overprepare for the public and internal response after any move that may seem controversial.

Brand 136

Brand Branding Advertising Advertising 136

Prohibition

JANUARY 7, 2022

The plan should also include internal and external stakeholders. A crisis management team should also take charge of internal communications and stay in touch with key managers on plant floors and at customer service desks so that they can keep the organisation running smoothly during the crisis. Post-crisis analysis.

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

The Resolution Blog

APRIL 26, 2019

The only hiring policy I’ve ever had is I think it’s important to look around the room and see someone else who looks like you. We work with a charity that helps us place interns, and one of the interns we had said afterwards that we were the most diverse agency they’d worked with. If you can do beautiful photography?—?and

Agency 120

Agency Pitching Energy Creativity 120

Prohibition

DECEMBER 17, 2021

Companies that successfully communicate with internal and external stakeholders when crisis hits have the highest chance of long-term success. When companies communicate openly, honestly, and clearly, they earn the trust of their customers. Media policies/procedures. Personnel in charge of security. Police officers. Post crisis.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 62

Cision

MAY 3, 2017

Airline brand executives have taken note and are now racing to the top, changing policies and sending new messaging out about how they are moving toward a better customer experience. By listening to your customers and affecting change internally using that data, you can avoid the storm and enjoy fair PR skies ahead.

Airlines 137

Airlines How To Engineering Radio 137

PR Conversations

APRIL 8, 2015

The focus of Hahn’s chapter is on stores as retailers, reflecting a narrower focus of ‘customers and prospects’ than we take today. Customer services. Community service. Advertising, including direct mail. Press and radio publicity. Vendor relations. Stockholder relations. Relations with lawmakers.

Retail 40

Retail Radio Advertising Advertising 40

PR Conversations

APRIL 8, 2015

The focus of Hahn’s chapter is on stores as retailers, reflecting a narrower focus of ‘customers and prospects’ than we take today. Customer services. Community service. Advertising, including direct mail. Press and radio publicity. Vendor relations. Stockholder relations. Relations with lawmakers.

Retail 40

Retail Radio Advertising Advertising 40

Mindful Marketing

JANUARY 29, 2023

In addition, one of the worlds most successful companies, Amazon, has supposedly warned its employees about the dangers of sharing code and other confidential information with the chatbot for fear it will mimic internal data. There's no mention of entertainment. In fact, other vendors often take agents out for lunch and discuss bids.

Ethics 98

Ethics Guidelines Fashion Transportation 98

PR 20/20

JULY 31, 2018

Q: How did you communicate the new digital direction internally? We needed buy in from engineering, product management and customer service. It really can help to make the case internally. We needed everyone to be going in the same direction on this. Take advantage of those resources.

Marketing 42

Marketing Leadership Engineering Education 42

Beyond PR

MAY 3, 2017

Airline brand executives have taken note and are now racing to the top, changing policies and sending new messaging out about how they are moving toward a better customer experience. By listening to your customers and affecting change internally using that data, you can avoid the storm and enjoy fair PR skies ahead.

Airlines 65

Airlines How To Engineering Data 65

Cision

APRIL 18, 2016

Many of the sessions at F8 emphasized design for the mobile web (differentiating from mobile apps) and emphasized optimization for international users (specifically the minuscule load times of the Instant Articles product). What could be more customer service-y than an unsolicited autoresponse? Instant Replies (Autoresponders).

Facebook 0

Facebook Mobile Analytics Advertising 0

Stephen Waddington

JULY 10, 2017

Right now, a combination of Brexit, the Trump administration, and a policy of austerity is causing us to re-evaluate our relationships with the organisations that serve us. Every aspect of an organisation is becoming social, from customer service to marketing; and from product development to sales.

Telecommunications 112

Telecommunications Handbook Transportation Community 112