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?

The Ugly Side of Social Media Sharing

Waxing UnLyrical

The image went viral. Susan didn’t even know the image had gone viral until she saw another Facebook friend shared the meme on April 22. Communication Customer Service Guest Posts Social Media facebook Imgur meme PreventDisease.com Reddit social media sharing

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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

When a passenger’s video of water flooding a Carnival cruise ship hallway went viral on May 3, it spawned thousands of references to Titanic and some sensational news headlines. There was no mention of the customers’ race, or of why a Starbucks employee had called the police.

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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.

Barbie’s bid to close the ‘dream gap,’ the perils of commenting on Hong Kong, and viral whisky ‘Tide pod’ gets jeers

PR Daily

Custom Culture???????????????????????????????????????????????????????… The efforts underline the importance of encouraging passionate fans of your products and services to post their stories across social media.

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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.

5 Evidences that You’re Not Ready for Press

Personal PR

1000% Guaranteed: If your product or service is amazing, unique, better than your competitors, and your followers and clients can’t stop telling the world about you… the media will come! You have created a product or service that none or few have yet to pay you for.

Storytelling is the Essence of Brand Development; Off Script No. 44: Jeffrey Crow

Sword and the Script

The reputation the network services and solutions provider Earthlink gained for customer service is a prime example. Customers are looking to understand WHY a brand is different not simply WHAT features are different and that’s the essence of the brand story.

5 Evidences that You’re Not Ready for Press

Personal PR

1000% Guaranteed: If your product or service is amazing, unique, better than your competitors, and your followers and clients can’t stop telling the world about you… the media will come! You have created a product or service that none or few have yet to pay you for.

What’s New In B2B Tech PR For 2017

ImPRessions - Crenshaw Communications

In a world of rabid competition, the customer experience can be all that stands between delight and the dreaded zero stars on a review site. Everyone loves a story of customer service that goes above and beyond. B2B content will become more customized.

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5 ways social media has reshaped the PR industry

PR Daily

Thanks to social sharing, an article in a small local publication in the middle of the country may go viral online, spreading globally and becoming the next big story. PR pros find themselves in the customer-service trenches.

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.

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.

Listen, Then Speak: 10 Quotes on Social Media Listening

Cision

ET, Neal Schaffer, Jay Baer, Jeff Bullas, Mark Schaefer and Scott Stratten will convene at the “ Practice Listening: From Competitors to Customers ” webinar. Customers are no longer whispering their complaints to their neighbors at dinner tables.

Misinformation 2.0: Deepfakes are the biggest threat to media today

PR in High Definition

The phrase went viral back in May when a doctored video appeared to show US politician Nancy Pelosi drunk in a TV interview. Imagine waking up to find a doctored video of you has gone viral, you’re being showered with vile abuse and you’re almost powerless in disproving its authenticity.

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Can You Prevent Your Next Crisis?

Cision

It’s unlikely that you can do anything to avoid the instant virality of anything remotely salacious or damning to a company, its executives or its brand. Deciding where you communicate, how you communicate, when you communicate, to whom you communicate and especially who does the communicating all set the foundation (be it sturdy or flimsy) of a reputation. This is a guest post by Peter LaMotte , the chief of digital engagement at Levick.

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5 ways social media has reshaped the PR industry

PR Daily

Thanks to social sharing, an article in a small local publication in the middle of the country may go viral online, spreading globally and becoming the next big story. PR pros find themselves in the customer-service trenches. Its influence is simply too large to ignore.

How To Identify your Crisis Plan’s Blind Spots

Melissa Agnes

An absurd amount of businesses, of all different industries and sizes, are losing reputation and major revenue from well planned and highly impactful defamation attacks. If it were hacked, could it present some serious threats to your reputation? Customer service.

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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. Focus on reputation management.

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. The story went viral, partly because of how unusual it seemed.

The importance of a social media strategy #engaging

Engage PR

But before any business launches a multi-channel socially connected campaign, a solid strategy and foundation already has to be in place where learnings and insight into social media platforms and customer engagement have already been made.

Why Employee Opinions Are Their Own…& a Reflection Of Your Brand

Cision

That nothing they say will hurt their and the brand’s reputation. This first example is actually of a customer sharing a good deed by employees. Quality customer service builds brand loyalty, but what about service that goes above and beyond?

How To Identify your Crisis Plan’s Blind Spots

Melissa Agnes

An absurd amount of businesses, of all different industries and sizes, are losing reputation and major revenue from well planned and highly impactful defamation attacks. If it were hacked, could it present some serious threats to your reputation? Customer service.

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United Airlines: When Common Practices Goes Bad

Return on Reputation

And while it is important for employees to know that management has their back, this is a situation where the original problem stemmed from putting employees (and the operation) ahead of customers.

More About Customers – Love On ‘Em, Talk To ‘Em

PR Fuel

Make Every Day Feel Like Customer Appreciation Day. Often the “Customer Appreciation Day/Week/Month” can come across as a corny way to get people inside your store to buy more stuff. Crown Your Customer King. But what if that customer calls and tells you they hate your website?

Earned Media Rising Podcast With Cision CMO, Chris Lynch

Cision

It seems like maybe the C-suite is much more aware of the value that communications and reputation can add to an enterprise. In other cases, you’re seeing the alignment start to make a lot more sense as marketing organizations start thinking about the customer experience more broadly. . So, marketers work at doing things like customer Journey mapping, customer experience mapping. Steve Barrett: We’ve all seen those go viral haven’t we?

In a bold marketing move, Lush UK breaks up with social media

PR Daily

A company spokesman said the #LushCommunity hashtag will take over as an ‘opportunity for [its] customers to connect one-on-one with people within Lush based on the various categories.’. But beauty brands thrive on their viral potential. …