ImPRessions - Crenshaw Communications

AUGUST 22, 2018

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.

Customer Service 136

Customer Service Insurance Insurance Banking 136

Melissa Agnes

SEPTEMBER 16, 2014

A company with two plane crashes in the last year asks people to post their bucket list destinations on social media. 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.

Social Media 239

Social Media Crisis Training Media 239

Agility PR Solutions

DECEMBER 3, 2023

Maintaining a strong social media presence is non-negotiable for businesses aiming to connect with their customers in real time (and in the right way). To learn more about this phenomenon, […] The post 8 common social media customer service pitfalls and how to avoid them appeared first on Agility PR Solutions.

Customer Service 110

Customer Service Social Media How To Media 110

Shift Communications

SEPTEMBER 26, 2014

Brand reputations can make or break a company; a few bad reviews or questionable comments on social media could turn away customers instantly. Especially in the era of social media and the instant gratification of the Internet, if there’s a single mistake your company has made, people will find it.

Reputation 137

Reputation Brand Branding Customer Service 137

ImPRessions - Crenshaw Communications

MARCH 16, 2021

As the social media landscape becomes more complex, PR pros debate whether Facebook is still an essential platform. For B2B communications, LinkedIn is typically the top social destination, and Twitter may also be useful, but few brands prioritize Facebook. . Personalized communication is another emerging social media trend.

B2B 344

B2B Facebook LinkedIn Small Business 344

ImPRessions - Crenshaw Communications

JANUARY 19, 2016

Social media has become a favorite medium for customer service complaints, but is there a way to transform such complaints into good PR for your company? If done well, a frustrated customer could end up singing your company’s praises. Here are five ways to turn social media complaints into positive PR.

Social Media 159

Social Media Media Airlines Customer Service 159

Stuart Bruce

JUNE 24, 2014

While talking about recruiting I said that I’d always prefer to recruit a PR person as it was easier to teach a PR person social media than it was to teach a social media person PR. There are some brilliant lawyers who specialise in social media law, but first and foremost they are lawyers.

Social Media 158

Social Media Media Training Media Training 158

Onclusive

JUNE 1, 2023

Social media listening is fast becoming an essential part of the PR and Comms toolkit. Forward-thinking brands are already embracing the strategic advantages that social listening tools can offer when it comes to managing brand reputation, crisis detection, and optimising comms strategy.

Strategy 370

Strategy Communications Reputation Measurement 370

Stuart Bruce

JULY 15, 2014

Yesterday, the Financial Times published the fifth FTSE350 Boardroom Bellwether survey which revealed that almost half the boards of the UK’s largest public companies have not discussed their social media strategies in the past 12 months.

Social Media 132

Social Media Public Affairs Media Crisis Communications 132

Onclusive

AUGUST 9, 2021

Today, landing earned media in publications that resonate with target audiences is only one small part of the earned-media mix. At the same time, PR pros are constantly thinking about how to maximize the reach and impact of their earned media. Owned Media & Content Strategy. Social Media & Community Management.

Media Training 370

Media Training Training Corporate Reputation 370

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. Social Media & Community Management. Relationship building takes time. Crisis Communications. Managing PR Agencies.

Media Training 397

Media Training Crisis Communications Conference Corporate 397

Flack's Revenge

DECEMBER 5, 2018

I have been blogging about challenges confronting digital PR and social media marketing. Are the social media waters still safe for marketing? What’s not safe is ignoring social conversations, especially those related to your brand and category. What comes after social media? Absolutely. Yes and no.

Social Media 149

Social Media Marketing Media B2B 149

5W PR

APRIL 5, 2025

Crisis PR involves managing communications during challenging situations that threaten an organization’s reputation, operations, or relationships with stakeholders. Understanding Crisis PR Crisis public relations focuses on protecting and defending an organization’s reputation during situations that pose significant threats.

Crisis 78

Crisis Communications Crisis Communications Crisis Management 78

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

Prowly

APRIL 23, 2025

Misaligned perceptions can lead to lost customers, a rusted reputation, and lower trust. Its created by customer experiences, word-of-mouth, media coverage, and countless other factors beyond your direct control. We are living in the age of social media, 24/7 news cycles, and online reviews.

Publicity 104

Publicity Brand Branding Airlines 104

Barokas

FEBRUARY 12, 2019

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).

Customer Service 60

Customer Service Social Media Media Infographics 60

The Proactive Report

FEBRUARY 24, 2017

The one thing you can rely on in Social Media is that there will be change. The major social networks (Facebook, LinkedIn and Twitter) have been fairly stable for the past five or six years. It doesn’t create social media stars and their advertising is not producing as much revenue as other networks. Gini Dietrcih.

Twitter 235

Twitter Customer Service Facebook Web 235

5W PR

FEBRUARY 14, 2025

The ability to respond quickly and effectively to unexpected situations often determines whether a business maintains its reputation or suffers lasting damage. Studies show that 89% of customers expect personalized communication during crises, even from small businesses.

Small Business 78

Small Business Crisis Communications Crisis Communications 78

Cision

OCTOBER 24, 2015

Social media has become a centerpiece for brands’ reputations. Customer service departments have had to shift their strategies, while HR departments have started to turn employees into brand advocates. Want more insights on social media listening? Get the free “LiSTEN” e-book today!

Social Media 120

Social Media Real Estate Media How To 120

Landis PR

JULY 26, 2021

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. Monitoring is the essential starting point for reputation management. They have a stellar reputation.”

Reputation 111

Reputation Tools SEO Customer Service 111

5W PR

FEBRUARY 17, 2025

Whether the issue stems from a product failure, a public relations misstep, or an ethical controversy, the damage to a brands reputation can be significant. Customers, stakeholders, and employees may all feel betrayed, making it difficult to regain their confidence. Customers want to feel heard and understood.

Crisis 78

Crisis Brand Branding Case Study 78

Cision

OCTOBER 15, 2015

Ninety percent of brands have a presence on social media, but only 37 percent are listening closely to what their audiences are saying. You can easily steer your brand towards success by implementing social media listening. Social media has sped up the way we communicate, including how we write.

Social Media 120

Social Media Media Employee Reputation 120

Prowly

MAY 16, 2025

Its not just about managing reputation after a crisis, but preventing one in the first place. Try Prowly's media monitoring free for 7 days Start tracking and measuring your Share of Voice for free (no credit card required) in Prowly. media database, outreach, reporting, and more Learn more What is brand protection?

Strategy 104

Strategy Brand Branding Crisis Management 104

Critical Mention

NOVEMBER 5, 2019

Social media platforms may have been created for friendly networking, but since then, they’ve evolved into tech hubs where anybody can network with anyone else. So, it’s important for all organizations to acknowledge and react to the impact social media has on consumers. Social Media Improves Customer Service.

Social Media 105

Social Media Media Customer Service Radio 105

Waxing UnLyrical

APRIL 30, 2013

I am a social media advocate. But I hate the ugly side of social media sharing; especially when kids are involved. Social media by definition is a space where people share ideas and information. In my opinion, this is what makes social media so beautiful. The Ugly Side of Social Media Sharing.

Social Media 111

Social Media Reddit Media Facebook 111

Prowly

JANUARY 29, 2025

Need help with your brand reputation measurements? A brand health report may reveal what people think about your company, i.e. brand reputation or overall image. 1 Collect data across channels Monitor social media, reviews, and direct customer interactions. Strengthen customer loyalty. What is brand health?

Measurement 104

Measurement Brand Branding Analytics 104

Stuart Bruce

OCTOBER 30, 2014

Stuart Bruce speaking at the IATA Crisis Communications in the Social Media Age conference. (c) This morning I gave a keynote at the global ‘Crisis Communications in the Social Media Age’ conference in Istanbul. And thank you Aaron for that fascinating insight into how social media has changed journalism.

Crisis Communications 148

Crisis Communications Transportation Social Media Conference 148

Prohibition

JANUARY 17, 2022

Social media is an increasingly important element in a successful crisis management approach. With the recent increase in the use of social media in crisis situations, organisations across all sectors need to understand the benefits of incorporating it into their crisis plan. What is Crisis Management?

Crisis Management 118

Crisis Management Social Media Crisis Media 118

Cision

JULY 6, 2015

Small talk is an essential part of our social interactions. But what about social media? Some social conversations tend to escalate from “ 0 to 100 real quick ” (obligatory Drake reference), and are illustrative (and sometimes entertaining) because they forego small talk altogether. Search for receptive individuals.

Social Media 120

Social Media Media Wikipedia Tools 120

5W PR

MAY 9, 2025

The way companies communicate during these crises can mean the difference between maintaining customer trust and suffering long-term reputational damage. In contrast, SpyX’s delayed response to their 2024 breach led to increased media scrutiny and customer backlash.

Crisis Communications 78

Crisis Communications Crisis Data Communications 78

Critical Mention

MARCH 15, 2019

In fact, in 2018, Statista stated that 54 percent of all consumers now browse social media on a mobile device at least once a day. This makes it critical to optimize your social media marketing strategy to be mobile-friendly to engage these consumers. Make your Facebook page mobile-friendly. Send links via SMS texts.

Mobile 109

Mobile Social Media Marketing Media 109

5W PR

NOVEMBER 27, 2024

Utilize social media platforms to engage with the audience, share behind-the-scenes content, and run contests. Prioritizing Customer Experience Exceptional customer service is paramount for attracting and retaining visitors. Consider paid advertising to reach a wider audience and target specific demographics.

How To 78

How To Marketing Hotels Local 78

5W PR

JUNE 14, 2025

For instance, many leading platforms require their dealers to complete 100+ hours of training before going live, covering everything from game procedures to customer service skills. This type of content typically generates strong engagement on social media platforms and can be used in media outreach efforts.

Trade Shows 78

Trade Shows Training Crisis Management Measurement 78

ImPRessions - Crenshaw Communications

JANUARY 5, 2017

Many have written about the changing nature of influencer relations in PR, and its move from celebrities and social media ambassadors to so-called “micro-influencers” – those that may not have a huge reach but that are trusted. They must offer ideas and inspiration, not just great products and services. The lines keep blurring.

Trends 124

Trends SEO Leadership Print 124

PRSay

JUNE 26, 2016

Social media has changed the world of PR and it’s for the better. Social media is about people, however, the technology helps to facilitate the great interactions we experience. Social media helps you to gather intelligence and to become more intimate with your customers and other important stakeholders.

Social Media 113

Social Media Media Infographics Community 113

5W PR

NOVEMBER 12, 2024

Industry Partnerships Collaborating with other industry leaders can enhance a company’s reputation and broaden its reach. Reach out to customers proactively, whether to offer support, share updates, or celebrate milestones.  Ensure timely and effective responses to customer inquiries and issues. Anticipate

Product Launch 78

Product Launch B2B Industry Case Study 78

5W PR

FEBRUARY 27, 2025

Managing these situations requires a careful balance of prompt action, clear messaging, and ongoing consumer education to protect both public safety and brand reputation. Their social media campaigns reach millions of parents with seasonal safety tips and product guidance.

Communications 78

Communications Education Consumer Guidelines 78