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.

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

It can be easy for a corporate PR team to neglect a critical aspect of business communications — internal PR. 8 reasons to invest in internal PR. Internal comms drives good customer service. Internal comms makes employees happy.

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5 ways internal content can boost your brand

PR Daily

In the race to continually spit out content that consumers are interested in, brand managers can—and often do—make use of effective internal communication efforts to enhance external content marketing and PR campaigns. Unifying PR, marketing and customer service efforts.

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.

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? A positive employee attitude can engage your customers as well. That’s crucial to reckon with, because as many as 68 percent of customers abandon a brand as a direct response to poor employee attitude.

Future of PR and social media for International Air Transport Association crisis communications conference

Stuart Bruce

Employees, customers, suppliers, shareholders, regulators on social media will see through your shield and expose you. We think only of how it can harm us with the rapid dissemination of negative news and rumours detrimental to our reputation.

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

How can you rise above ‘order-taker’ status?

PR Daily

Regardless of where you sit, there’s a tendency to treat communicators as a back-of-house, downstairs service department. Internal Communications The WorkplaceYou want fries with that PowerPoint?

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. ” But any brand who takes a decision in a charged situation like the Moore allegations should know that its move will become public, and internal communications are likely to leak.

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Taking Ownership of Online Trust Signals

Waxing UnLyrical

Sometimes it’s the tiniest of things, or even something that looks tiny on a surface level, but is enormously complex on the back end, an iceberg most never realize even exists: A Facebook page response to a complaining or frustrated customer. Guest Post by Carrie Morgan. Trust.

Survey says PR Best Positioned to Manage Corporate Social Media

Sword and the Script

The tip of the scale appears to come at the expense of marketing (28%) and customers service (9%) both of which lost votes when compared to a similar survey conducted in 2013. Corporate reputation has long been the responsibility of communications departments. by Frank Strong.

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 Communications. the eyes of customers or journalists. Most of us see what our jobs entail at the point of hire.

The Western Bankers Association Announces Incident Response Program to Bolster Cybersecurity for Member Banks

Reputation Us

The IRP team consists of four cybersecurity functions and specialists: Peter Marchel of Marchel & Associates Risk Consulting, Sean Hoar of Lewis Brisbois (legal), Carl York of Clifton Larson Allen (technology) and Casey Boggs of ReputationUs (public relations/reputation).

How to Protect Your Brand in a PR Crisis


How and when your brand responds to the press is crucial to saving your brand’s reputation. Scott Monty is an internationally recognized Fortune 10 leader. This month, AirPR hosted the webinar “How to Protect Your Brand in a PR Crisis.”

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The Future of Twitter

The Proactive Report

Used correctly, Twitter can have a huge impact on customer service, perception and reputation. It’s become an International dial tone, like the internet itself, like your phone service or your AM, FM, and Ham Radio spectrum.

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.

Making sense of modern public relations

Stephen Waddington

Journalists in almost every category have been augmented by so-called influencers that have built their own networks on reputation. They’re engaging directly with internal and external stakeholders. Any form of structured data can already be delivered self-service by a bot.

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.

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.”. Comcast and DISH Network: Customer service is still key.

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.

New Rules That Every PR Person Should Know

ImPRessions - Crenshaw Communications

Today’s PR programs are less about selling and more about telling… stories that engage prospective customers or partners. B2B executives in professional or technology services have long distinguished themselves by linking their corporate brand to a compelling idea or point of view.

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7 Aretha Franklin quotations to inspire PR pros

PR Daily

Consumers on social media offer a plethora of feedback, including what they love (and despise) about your products and services. RELATED: Overcome your biggest challenges in internal comms, PR and social media ].

The Top 25 B2B Marketing Experts You Need to Follow Here.

B2B PR Sense

She has helped many businesses with their social media and customer service strategies, including such such well-known companies as NASA, IBM, and American Express. Follow her to get insights into social media and customer service. Not only is she a regular contributor to her blog, Spin Sucks , but she has also authored a highly acclaimed book, Spin Sucks: Communication and Reputation Management in the Digital Age.

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4 ways e-commerce marketers can make a splash

PR Daily

Whatever your base, make sure your products and services are easy to find and that your website is easy to navigate on both desktop and mobile devices. can keep consumers coming back to your online profiles and website—which means they’ll be closer to looking at your products and services.

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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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Apple and Google mum amid outrage over Saudi wife-tracking app

PR Daily

Your reputation is tied to your product line. Your company might be known for great customer service and high-end technology, but if you are peddling software that crosses a moral or ethical line for your consumers, expect backlash.

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20 key responsibilities for today’s PR pro

PR Daily

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 communications. explains more in this Forbes article outlining internal communications best practices.

The Most Interesting PR Tech Announcements in 2019 [PR Tech Sum]

Sword and the Script

Talkwalker has introduced a new feature it’s calling Customer Data +. The feature enables “enterprises to analyze customer conversations from owned data sources” and let the Talkwalker AI engine analyze it.

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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.

These Smart Social Media Tactics Will Help You Prevent A Crisis

Melissa Agnes

A social media manager loses their temper in a customer service post on Facebook. But neglected, they can turn into a full blown reputation crash and even a pretty big hit to the bottom line. By Chris Syme.

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6 social media mistakes that communicators are still making

PR Daily

It takes a lifetime to build a reputation, yet mere seconds to destroy one. Don't relegate those duties to some intern who can take pictures and post them to Instagram. Companies should know who their customers are and aren't.

Misinformation 2.0: Deepfakes are the biggest threat to media today

PR in High Definition

For journalists, publishing a breaking story based on a video that is later proved false can damage their reputation, erode the trust of readers in the newspaper or magazine they write for, and even lead to libel lawsuits.

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Ryanair’s attempt to mock British Airways online backfires

PR Daily

Scoring points on social media only works if you have the reputation to back it up. Budget airline Ryanair’s attempt to mock British Airlines backfired as customers pointed out Ryanair’s own history of air travel mishaps. Worry about your own reputation first.

What American Airlines’ crisis response can teach brand managers

PR Daily

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. departure to Dallas-Fort Worth International Airport.

Expert interview – Scott Guthrie on PR in the Digital Age


We seek to earn positive reputations for our clients by aligning client expectations with the expectations of publics. It allows brands to be able to speak directly with their customers or wider — with their publics. From customer service to HR, from the C-suite to logistics. Besides giving a voice to (potential) customers, the Internet has also empowered a less obvious group of stakeholders: employees. Who is Scott Guthrie?

Why Do-It-Yourself Public Relations Is An Urban Legend


A professional practitioner helps clients with internal communications, community engagement, social media best practices, speech writing, investor relations. For a PR pro, publicity is just one small part of managing a company’s reputation. If you don’t get back to them when you say you will, arrive unprepared for an interview or make claims you can’t substantiate, reputable journalists are unlikely to take your call a second time.

7 essential digital techniques all marketers should master

PR Daily

RELATED: Create powerful corporate content that engages both internal and external audiences ]. Customers across all verticals increasingly look at reviews—and trust them. Committing to specific digital tactics can be difficult for marketers.

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 ]. Unleash your internal advocates.

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.

5 Marketing Trends to Keep On Your Radar in 2019

PR 20/20

Start by ironing out your company’s dream clients/customers. Consider top personas, your company or service’s value proposition and how you’ll actually target them (personalized ads, reaching out via LinkedIn, targeted email nurturing campaigns). New year, same marketing program?