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.

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.

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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 customers believe in your organization like your employees do, it means more business. How do you define company culture?

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

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.

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. Make your customers happy. Make your customers happy by revving up customer service and customer interactions.

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. So how can public relations and customer service work together?

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. Show your customers that you’re paying attention and you care about what they have to say. No brand can avoid them.

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. Speaking of tires… Nordstrom is known for its customer care.

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. On the “worst reputation” side, here are the top (or bottom) 10, in ascending order: 10.

Dramatic Emotional Exits And Destroyed Reputations

Melissa Agnes

The long-term reputational repercussions of a dramatic emotional exit. “There is no private communication in customer service. ” The post Dramatic Emotional Exits And Destroyed Reputations appeared first on Agnes + Day. By Yael Grauer.

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. Adding insult to injury, Ryanair then utterly botched compensation for its stranded customers.

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?

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.

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.

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? Guest post by Jenelle Conner. I am a social media advocate. It’s where I work.

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. Online reputation is more than search results. Though this is an online review, it’s not a customer service issue.

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. We need to take back reputation management.

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? And yet they seem to have a HORRIBLE brand reputation.

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 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.

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

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. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

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The digital achievement gap—why companies struggle to meet expectations

Agility PR Solutions

The Zendesk Customer Experience Trends Report 2019 reveals […].

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.

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. Social Media Trust & Reputation

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.

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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.

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

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Three tips to crisis response when customers have been offended

Axia PR

Customer service is hard. If you have poor relationships with customers and clients, it can even permanently tarnish a company’s reputation. Dealing with conflict and complaints is even harder. For many companies, this can be a make-it-or-break-it point.

PR and social media set for continued growth

Stuart Bruce

For example, last autumn, an initiative by British Gas, which is owned by FTSE 100 group Centrica, to use its Twitter account to promote customer service was greeted by hundreds of tweets pouring scorn on the company’s decision to raise energy prices ahead of winter.”.

This Twitter Ad Shows Us Why Social Media Advertising Needs Cross-Functional Teams Empowered with Compassion and Humanity

Sword and the Script

Because your customers and prospective customers get a vote. Here are some examples of the verbatim comments: “Service is meh and they will not allow any port forwarding so some of your home devices may not work and they could give two craps. Customer experience matters.

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.

Businesses Should Fight Back Against Online Attacks

David PR Group

Social media and online reviews bring an incredible new level of accountability to the customer service equation. They let her know that they weren’t going to be bullied and that her treatment of not only Delta employees, but the airline’s other customers, was inappropriate.

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.

8 Surprising Reasons To Raise Your Internal Communications Game

ImPRessions - Crenshaw Communications

It produced one of the company’s greatest innovations, the Amazon Prime program, after an employee suggested that loyal customers should enjoy free shipping. Internal comms drives good customer service.

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.

Study: How social media buzz affects your brand's image

PR Daily

A single customer mishap can quickly grow into a PR nightmare. The bottom line is this: Customer service matters more than ever, and new research from Corra proves it. The study reveals shows which online platforms customers use to complain: 1.

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How Southwest Airlines creates meaningful, memorable content

PR Daily

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.