Onclusive

AUGUST 22, 2017

Far from just managing a digital Rolodex, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. Owned Media/Content Strategy. Internal communicators must be savvy enough to turn dry content like company policies into info employees actually want to read.

Media Training 397

Media Training Crisis Communications Conference Training 397

5W PR

SEPTEMBER 7, 2017

By: Kaia, Social Media Manager. In a time of social media-fueled cynicism, knowing what your brand stands for and communicating that effectively is a powerful tool. With the rise of social media, it’s easier than ever for brands and their customers to interact, and followers form opinions at the speed of text.

Trends 108

Trends Airlines Social Media Crisis 108

Melissa Agnes

JANUARY 5, 2015

If you aren’t yet monitoring social media and the web as a whole, then you aren’t ready for anything, never mind to implement the following three must-do strategies. Do your customer service representatives understand their responsibility when it comes to issue management ?

Crisis 133

Crisis Crisis Management Exercises Customer Service 133

5W PR

JUNE 6, 2017

Part of that will be in friendly and helpful service and part will be in integrity and honesty. If the crisis is something like your airline employees dragging someone out of his seat and off the flight because of a company policy. Get rid of policies and people that stand in the way of making things better.

Crisis 76

Crisis Publicity Policies Airlines 76

David PR Group

MARCH 16, 2020

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. then you need to actively let your customers and prospects know this.

Communications 105

Communications Brand Branding Policies 105

Prohibition

DECEMBER 9, 2021

It doesn’t take much to provoke a crisis, sometimes just a simple mistake on social media can be enough. Today’s fast-paced digital world presents a challenge as customers expectations are higher than ever meaning brands are expected to have full transparency and communicate openly. What will happen if a crisis does happen.

Crisis 62

Crisis Crisis Management Reputation Crisis Communications 62

Melissa Agnes

JANUARY 5, 2015

1- Review your customer service policies and trainings. Do your customer service representatives understand their responsibility when it comes to issue management ? Review your customer service and issues management policies, and incorporate issue management protocols, procedures and guidelines within them.

Crisis 100

Crisis Exercises Customer Service Training 100

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

ImPRessions - Crenshaw Communications

MAY 15, 2018

Facebook’s first instinct was to claim it was a victim of Cambridge Analytica’s mistake and to deflect with a series of privacy policy changes. Despite the fact that it wasn’t the first Autopilot-related fatality, neither Tesla nor its famously outspoken CEO Musk made any comment on social media about the incident.

Crisis 136

Crisis Privacy Airlines Facebook 136

Solo PR Pro

OCTOBER 2, 2018

Love or hate it, Facebook continues to be the social media platform of choice for 68% of adults in the U.S. While this might not be appropriate in every situation, it is another way for a brand to demonstrate expertise and customer service. Page Authorization. Facebook has introduced page publishing authorization.

Facebook 65

Facebook System Groups Policies 65

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. For example: A lawsuit alleging dangerous product defects.

Crisis 62

Crisis How To Crisis Management Crisis Communications 62

Sword and the Script

JANUARY 3, 2023

PR can also involve managing events, speaking at conferences, and developing social media campaigns. PR practitioners use a variety of methods to get their message out, including press releases, media relations, social media, and more. This is reflective of a traditional view of public relations.

Interviews 99

Interviews Publicity Technology Social Media 99

Bad Pitch Blog

JUNE 8, 2011

The White Zone is for Loading, Unloading & Assuming Anonymous sources I know that have dealt with similar situations at other airlines note the following: - First of all, spokespeople don''t set policy. This policy has been in place since before 2001, and there hadn''t been any issues in all that time. But not much longer.

Airlines 64

Airlines Customer Service Travel Policies 64

David PR Group

AUGUST 17, 2017

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce.

Airlines 54

Airlines Reputation Customer Service Social Media 54

Prohibition

FEBRUARY 1, 2024

Artificial Intelligence (AI) is completely transforming how we consume media. With the social media landscape undergoing a fascinating transformation, we’re seeing the changes happen in real time. However, AI generated content on social media is a double-edged sword.

Social Media 62

Social Media Trends Media Guidelines 62

Waxing UnLyrical

JULY 22, 2015

But we live in interesting and challenging times and, with the advent of social media, PR pros and businesses now have the opportunity to not only reach masses, but to create a dialogue and to start a conversation for brands in a more meaningful way than through media relations. 4 Ways PR Is More Than Media Relations.

Media Relations 40

Media Relations Media Policies Social Media 40

Norton's Notes

DECEMBER 10, 2014

The charge was incurred as it was in the hotel’s policy to charge customers up to £100 for any negative reviews. Mrs Jenkinson signed the policy agreement but apparently didn’t read the small print (who does?) Crisis Management Hotels Social Media crisis management Reviews tripadvisor'

Hotels 37

Hotels Crisis Management How To Policies 37

Sword and the Script

MAY 5, 2015

In my recent history, US Air pulled the same page from the airline customer service playbook, albeit my daughter was even younger then. Although US Air’s social media team at least attempted a response – Delta didn’t so much as acknowledge my protest. It is High Time to Regulate Airline Customer Service.

Airlines 60

Airlines Travel Customer Service Crisis 60

Cision

OCTOBER 16, 2017

Steve Barrett: And that’s social media really in many ways it’s the thing that’s knitted this all together and made the alignment make sense, hasn’t it? So, that’s an area of strategic value that I think communicators can think about. It means comms and marketing have to talk to each other.

Media 202

Media Storytelling Technology Data 202

PR 20/20

AUGUST 22, 2017

Human Resources is uneasy about adopting an employee social media policy. Sales is unsure of handing over its customer database for email marketing campaigns. Once again, executive level–who might not be as accustomed to responding to criticism as, say, customer service–are likely to be thrown by negativity.

Marketing 87

Marketing Resources Technology Internal 87

Reputation Us

SEPTEMBER 7, 2016

It should be noted, however, that news organizations, including CU Times , have policies prohibiting anyone outside of the news organization to read articles before they are printed or posted on websites. 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

Prohibition

JANUARY 7, 2022

Problems on social media. As new media is evolving fast and people are always connected, social networks offer an impressive opportunity for everyone to express their opinion, rate and review a brand but also give feedback to solve issues. Social media is a double-edged sword. Will social media be used?

Crisis Management 62

Crisis Management Crisis Reputation Financial 62

ImPRessions - Crenshaw Communications

JANUARY 19, 2017

Good customer service and good public relations have never been more aligned. A company can spend millions on a brand reputation campaign, use high-powered PR agencies, and reap the benefits of CEO thought leadership, but if unhappy customers hit a brick wall instead of help, those investments may be squandered.

Customer Service 120

Customer Service Publicity Insurance Insurance 120

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. That means investing in rapid response for customer service, media relations, investors, distributors, and any other business partners.

Brand 136

Brand Branding Advertising Advertising 136

Prohibition

DECEMBER 17, 2021

Strategic communication during a crisis offers organisations the credibility they need to develop their strategies and re-enter the marketplace in order to provide relevant services to their stakeholders. In today’s social media-driven world, a good crisis management strategy is more important than ever.

Crisis Communications 62

Crisis Communications Crisis Communications Crisis Management 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. Either we create a stunt or a partnership, we don’t do social. The campaigns I’ve seen coming out of your agency have been very social. If you can do beautiful photography?—?and

Agency 120

Agency Pitching Energy Creativity 120

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. This chart is shows insights on all blog and news media mentions of discussions around overbooked flights and passengers being bumped every single day.

Airlines 137

Airlines How To Engineering Radio 137

Rock the Status Quo

NOVEMBER 8, 2015

They’re unavoidable on social media and most of us quake in fear at the thought of handling them wrong. It also supports why a one-size-fits-all approach to customer service is rarely a good idea. . Customer service is a HUGE component of social media, but does it apply to public relations?

Social Media 100

Social Media Media Customer Service Resources 100

PR Conversations

APRIL 8, 2015

Customer services. Community service. “The employee is the most important factor in that two-way communications”, and “It is only through good employer-employee communications that corporations can maintain proper contact with their customers”, Hahn asserts. Advertising, including direct mail.

Retail 40

Retail Radio Advertising Advertising 40

PR Conversations

APRIL 8, 2015

Customer services. Community service. “The employee is the most important factor in that two-way communications”, and “It is only through good employer-employee communications that corporations can maintain proper contact with their customers”, Hahn asserts. Advertising, including direct mail.

Retail 40

Retail Radio Advertising Advertising 40

PR Fuel

NOVEMBER 13, 2018

What you think works about your company is practically irrelevant – the only thing that matters is what your customers like and want. For example, if you think your strength is great customer service but the public loves you for your amazing products, focusing on great customer service may not lead to more sales.

Customer Service 40

Customer Service Web Energy Company 40

Mindful Marketing

JANUARY 29, 2023

Also, the purchasing agent's company has a policy that only says it's unacceptable for agents to receive money and expensive physical goods. There's no mention of entertainment. In fact, other vendors often take agents out for lunch and discuss bids. So, it's always good to include a clear disclaimer that the post is sponsored.

Ethics 98

Ethics Guidelines Fashion Transportation 98

Cision

APRIL 18, 2016

Facebook shared its “branded content” policy at F8 detailing that native advertising is permitted in its Instant Articles, and shared that Facebook would allow this while allowing publishers to keep 100 percent of the profits from these branded content pieces. What could be more customer service-y than an unsolicited autoresponse?

Facebook 0

Facebook Mobile Analytics Advertising 0

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. This chart is shows insights on all blog and news media mentions of discussions around overbooked flights and passengers being bumped every single day.

Airlines 65

Airlines How To Engineering Data 65

Buzzstream

FEBRUARY 9, 2024

White hat link building is building links ethically and adhering to Google’s Link Spam policies. For instance, this social media statistics post from Oberlo can sometimes be tough to build links to actively. I’m happy to help write a custom post, embed code, or any high-res graphics if you need them. Please let me know.

Google 71

Google Infographics Pitching Resources 71

Cision

MAY 25, 2017

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. They interact on social media channels more than any other group of people.

Employee 129

Employee Brand Branding Policies 129

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. Public relations practice is developing through four stages of media: the media itself, influencers, owned media, and community.

Telecommunications 112

Telecommunications Handbook Transportation Community 112