Customer Service Is The “New” PR

ImPRessions - Crenshaw Communications

Good PR and great customer service have never been more intertwined. The best way to understand a company’s reputation — and its values — is to look at its response to customer reviews and complaints. A business can spend millions on brand reputation and community service. It may invest heavily in customer service and response. But a reputation can unravel quickly when a public-facing employee mistreats a customer.

How your PR and customer service can—and must—work together

PR Daily

Great customers service in the digital age in complex, difficult and expensive. Don’t let this crucial consumer touchpoint be a stain on your brand’s reputation. Customer service was created to solve problems, not be a source for them.


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3 keys to the link between customer service and brand reputation

Agility PR Solutions

All businesses should be aware of the important connection between customer service and brand image. Think about it; a customer who receives poor service is going to associate this level of service with your company and overall brand.

4 ways that investing in PR training can improve customer service

Agility PR Solutions

Whether you’re a company looking to improve your customer service, or you’re trying to run a PR campaign on a budget, there are many ways that the wellbeing of your customers can also achieve great results for your company’s reputation.

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


It’s also the foundation for customer service, which in turn shapes the company’s brand and communications strategies. When your company’s culture, customer service and communications strategy are all aligned – it can help your business maintain a healthy reputation and even lead to brand loyalty. When your customers believe in your organization like your employees do, it means more business. How do you define company culture?

Fix (or Establish) Your Brand Reputation

Shift Communications

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Of the many things that play into a brand’s reputation, there are a few that you have control over: customer service, your online presence, and corporate social responsibility. Make your customers happy. Make your customers happy by revving up customer service and customer interactions.

Unpacking The Away PR Disaster

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.

The Tale of Two Reputations

HMA Public Relations

After a recent rift with Wells Fargo while trying to make change for a larger bill, Scott breaks down the importance of customer service and an example of who is doing it right. The post The Tale of Two Reputations appeared first on HMA Public Relations. Featured Tip for Tuesday change customer service Discount Tire Scott Hanson Wells Fargo

5 Recommended Reputation Management Tools

Landis PR

They have quite a reputation!” Rather than look at online tools that are specifically designed to “fix” bad reputations, let’s take a look at tools that help brands promote a hopefully well-deserved positive reputation. They have a stellar reputation.”

Infographic: 8 tips for better customer service on social media

PR Daily

PR pros might not want to think that customer service falls within their sphere—but taking care of consumers online is a huge part of protecting your reputation. Empathize with customers. How are you interacting with your consumers on social media channels?

How Public Relations And Customer Relations Can Work Together

ImPRessions - Crenshaw Communications

Good customer service and good public relations have never been more aligned. One of the quickest ways to understand an organization’s reputation is to look at its response to a consumer complaint. 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.

3 Steps To Convert Critics To Clients


So how can you combat these naysayers before they cause your reputation to crumble? You need to adapt your customer service strategy for social media. Today, it’s easier than ever for customers to share their experiences with your brand – and if their experience is bad, it’s also easier for the rest of your audience to see and take note. Here’s what you need to do to turn your unhappy customers’ frowns upside down: Want to see the benefits of social media listening?

Why Your Company Needs Online Reputation Management?


Your reputation is the most critical aspect of your business. That means online business reputation management isn’t an optional extra anymore—it’s essential. What is online reputation management? Online Reputation management is crucial in the digital age.

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. Word-of-mouth is the cornerstone of PR and, frankly, how better to get positive word-of-mouth referrals than truly taking care of your customers? Speaking of tires… Nordstrom is known for its customer care. Nordstrom is focused on building brand loyalists and long-term customers.

#19: Building a framework for reputation management


Building a framework for reputation management: Christopher Rivera @ Samsung. Christopher Rivera, Director of Reputation & Risk, Samsung Electronics America. Chris Rivera has led as the Director of Reputation & Risk at Samsung Electronics America for more than three years.

Dramatic Emotional Exits And Destroyed Reputations

Melissa Agnes

The long-term reputational repercussions of a dramatic emotional exit. In an excellent blog post on customer service , Derek Sivers describes the type of scene you’d see in a move, where a character “is saying something nasty or secret, and then realizes their microphone is on, so they immediately straighten up, correct themselves, and say the publicly-acceptable thing instead.” “There is no private communication in customer service.

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. Your reputation as a company can be the difference between Fortune 500 and, “We’re laying off 500 more employees.”. Harris Poll has recently released its latest list of the companies with the best and worst reputations.

Airline reputational woes go global

Media Bullseye

Over the past year, the air carriers in the US have been involved in multiple incidents that have compounded the industry’s reputational woes. The carrier stranded hundreds of thousands of customers, canceling more than 2,100 flights at first, and then expanding cancellations to an astonishing 18,000 flights. Adding insult to injury, Ryanair then utterly botched compensation for its stranded customers. Crisis Communications Public Relations Reputation Management Feature

The Ugly Side of Social Media Sharing

Waxing UnLyrical

Don’t we as social media professionals, especially a Page like with more than 34,000 likes, have an obligation to make sure that we are utilizing images from a reputable source? Communication Customer Service Guest Posts Social Media facebook Imgur meme Reddit social media sharing Guest post by Jenelle Conner. I am a social media advocate. It’s where I work. I love the collaborative energy, thoughts and community.

Customer Service in a Social Media World


Social media has undoubtedly transformed the way brands serve and interact with customers. According to a recent infographic by GO-Glove, 90% of businesses will use social media for customer service by 2020. After all, good customer service is table stakes (or at least it should be). In addition to quickly responding to customer questions, the team often uses fun GIFs to inject personality and humor into its responses.

Does brand reputation matter to Spirit Airlines?

PR Daily

The opposite of what PR folks paid to build positive brand reputations want to see. How could Spirit have such a negative reputation and still be in business? After a little digging around it became clear what''s going on: Spirit doesn''t care about a positive brand reputation. And yet they seem to have a horrible brand reputation. It orchestrated an "Unleash the Hate" survey that asked customers and potential customers what they HATE about airlines (not just Spirit).

Lockdown lovehandles? Simon says, curb heuristic impulses and guard your reputation

PR in High Definition

Given the ‘follow factor’ of the unconscious opinion, it’s made me realise that what other people say about you, your product/service or your business is the most powerful trigger. That instant ‘warm recall’ of a product/service or a company that puts a smile on someone’s face, and creates loyal, returning or new customers is surely the holy grail of reputation. Next on the list is your customers. So, did you delight or dismay your customers?

Lockdown lovehandles? Curb your heuristic impulses and guard your reputation

PR in High Definition

Given the ‘follow factor’ of the unconscious opinion, it’s made me realise that what other people say about you, your product/service or your business is the most powerful trigger. That instant ‘warm recall’ of a product/service or a company that puts a smile on someone’s face, and creates loyal, returning or new customers is surely the holy grail of reputation. Next on the list is your customers. So, did you delight or dismay your customers?

Does brand reputation even matter to Spirit Airlines?

Communications Conversations

Fairly damning, and pretty much the exact opposite of what PR folks paid to build positive reputations for brands want to see. How could a brand like Spirit have SUCH a negative brand reputation and still be in business? After a little digging around, and a bit of reading, it became pretty clear what was/is going on: Spirit doesn’t necessarily care about building and maintaining a positive brand reputation. And yet they seem to have a HORRIBLE brand reputation.

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. Here’s how Wikipedia defines reputation management: Reputation management refers to influencing and controlling an individual's or business's reputation. How you are initially viewed online is critical to your organization’s image, but your reputation crosses many other parts of your business.

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. Today, when you mention reputation management, most people equate it with “online” reputation management and the act of trying to manipulate search results by pushing down, burying or suppressing negative content and links.

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 I believe there will be an acceleration towards humanizing brands, putting individuals in front of a corporate identity, in an effort to emotionally connect with customers.”. – BJ Schaknowski | Vertafore. 5) Alignment of marketing and customer success. “A

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. How can you continue to ensure your brand is relevant to customers now and in the future? Are your efforts aimed at attracting new customers?

What is reputation management, and why does it matter? 

Landis PR

reputation – has been a human obsession for quite some time. As your mother probably said to you in middle school – reputation matters. . What constitutes a reputation? And what shapes a reputation? That customer service pledge? Photo courtesy of Pixabay.

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. The airline won a legal—if not reputational—battle Tuesday when a federal court issued a temporary restraining order barring pilots from interfering with Spirit’s operations. million and caused “irreparable harm to its goodwill with its customers.”. “We Writing a crisis comms plan for your organization?

Why it’s important to prepare for a PR crisis


Brands and businesses know how important it is to protect their reputation. In the midst of a crisis, reputations that have been so hard to build can be easily destroyed and the effects can be hard to undo.

Western Bankers Association Partners with ReputationUs to Elevate Incident Response Program to Address Uptick in Cyberattacks During Pandemic

Reputation Us

Participating WBA member banks in the IRP will receive customized services, including: Cyber insurance policy review and recommendations. Customized incident response plan.

The Surprising Truth about Online Reviews: 5 Stars Aren’t Always Best Blog

Businesses understand that favorable online ratings and reviews are critical for driving sales and maintaining their reputations. Four-star reviews produce more sales if they are detailed and thoughtful, even if they cite drawbacks in products or services.

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.

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. Yet its first public response to the April 12 arrest of two African American customers who simply hadn’t ordered anything at a Philadelphia location was in a tweet the following day. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

Crisis 120

Training Day: ReputationUs Message Unity Training

Reputation Us

Is there inconsistency on what’s being said to staff, customers and the public? The training is intended for company executives, board members, HR supervisors and front-line customer service managers. staff, customers, business community, media, public influencers).

Troll Control: Fabulous Tips From Four Experts

Rock the Status Quo

Potential risk, how to respond in a way that minimizes damage or–in a best case scenario–boost reputation when a troll jumps into a conversation… When you aren’t sure what to do, decision trees can make the decision simple. Do we handle unhappy customers differently than other types of complainers? How can we magnify HAPPY customer interactions, to keep the negative in perspective? Social Media Trust & Reputation

The digital achievement gap—why companies struggle to meet expectations

Agility PR Solutions

While good customer service outranks convenience and reputation when people are considering which companies to do business with, companies of all sizes, and across all industries and geographies, lack the capabilities needed to keep up with ever increasing expectations, new research from customer service solutions firm Zendesk finds. The Zendesk Customer Experience Trends Report 2019 reveals […].

PR Tips For Stellar B2B Bylines

ImPRessions - Crenshaw Communications

Some will be service pieces that offer tips or tools. If everyone’s already talking about artificial intelligence and customer service, for example, a good byline will address a newer industry frontier, or weigh in on the impact of customer service bots on the consumer relationship. PR Fish Bowl public relations B2B PR bylined articles PR content reputation thought leadership

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Who Were The PR Winners And Losers of 2017?

ImPRessions - Crenshaw Communications

Here’s a look at those who came out on top, and others who took a reputation beating last year. After “Today” show star Matt Lauer was abruptly fired following allegations of sexual misconduct, it seemed that NBC would take a terrible blow to its reputation. Cryptocurrency had a great year in 2017, breaking through the $10,000 price barrier and throwing off some of its shady reputation. That’s because 2017 brought a pile-up of hits to its reputation.