Search results for: customer service

Lessons Learned from the Equifax Data Breach

Peter Gillett, Managing Director, Marketpoint Recall As many as 143 million American consumers’ personal, sensitive information was exposed in the recent data breach at Equifax, one of the nation’s three major credit reporting agencies. And unfortunately, the situation has only gotten worse. When consumers tried to contact Equifax’s call center to find out if their…

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Equifax Flubs Its Huge Data Breach and The Crisis PR Response… Big Time

Andrew Blum, Principal, AJB Communications Talk about a PR problem! The news media, consumers, Congress, state regulators, lawyers, businesses, Moveon.org and just about anyone else using credit and data has a big beef with Equifax. It’s pretty hard for a business to truly anger 143 million customers all at once, but Equifax has managed to…

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Three Practical Ways Retail Marketers Can Benefit from Chatbots

CommPRO.biz Editorial Staff Intelligent media delivery company Valassis has shared insights on the value of chatbots in the current retail climate.  These powerful AI programs can enhance consumer engagement, as well as create job functions and employee efficiency and productivity. “The wave of AI innovation has brought chatbots to the forefront, but this does not…

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World’s Leading Companies Failing Authenticity Test

CommPRO.biz Editorial Staff Brands risk alienating even their most loyal followers if they don’t move to tackle a growing authenticity gap, according to an in-depth industry study from global communications firm FleishmanHillard. The study, “Authenticity In An Uncertain World,” uncovers a surprising number of gaps between what consumers now expect of a brand and what they…

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Game of Thrones Leak Highlights Need For Data Protection

Ankur Laroia, Solutions Strategy Leader, Alfresco Software The latest HBO hack and the leaked episodes of Game of Thrones shine a spotlight on the need for protecting proprietary data. Having a transparent, open source, enterprise grade platform, with thousands of “white hats” who can help fight the “black hats,” is what will help companies secure…

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What PR Pros Need to Know about Bots

Heather Whaling, Founder/President, Geben Communication Since Facebook publicly launched the feature to host bots within Messenger in April of 2016, 100k bots have been created and hosted on the social networking platform while users on Kik have exchanged more than 350 million messages with bots. The sheer volume of bots and potential adoption among mobile…

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Make Organizational Values Come Alive!

Carol Kinsey Goman, Ph.D A sales manager read an article about his company’s refusal to deal with any country where “under the table” money was part of the negotiation process. He circled the article and wrote the words Right On! in the column, and mailed it to his CEO. The attached note said: “I’m proud…

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PRSA Announces New “Evening Series”

CommPRO.biz Editorial Staff The Public Relations Society of America (PRSA), the nation’s largest community of communications professionals, has unveiled a new “Evening Series.” The new “Evening Series” kicks off Sept. 14, focusing primarily on brand stories. The series will feature guests like the Aflac Duck, and be held in a variety of different venues. One…

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The Importance of Executive Brand Situational Awareness

Cision Bloggers From the vantage point of the C-Suite, we tend to assess our brand’s success based on financials. When money’s coming in, we’re happy. When it’s trickling in, we start asking for answers. But there’s one aspect of your business that I’d encourage you to pay more attention to — brand situational awareness. Why Leaders…

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Ann Coulter’s Twitter War with Delta Airlines: Social Media Crisis Response

David E. Johnson, CEO, Strategic Vision PR Group Social media drives narratives. That cannot be emphasized enough. And it is particularly true during a crisis over customer service. More and more dissatisfied customers are taking to Twitter, Facebook, and YouTube to express their displeasure over poor customer service or what they view as poor quality…

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Which Four On-Demand Skills Do Employers Look for In Millennials?

Cindy Hawthorne, Recruitment Agent, Liberty Lending Did you know, by some estimates, more than half the workforce will be comprised of millennials in 2020? Did you also know that landing jobs is tougher for millennials despite having access to high-speed internet and other technological advancements? A look at the recruitment field shows that some millennials looking for jobs are…

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Radical Shift In Google Algorithms That Will Effect Your Profits (Part 1 of 2)

Tres Miah, Creative Strategist The customer requirement for valuable content is affecting behavior. Brands that do not build a better customer experience will stagnate and unavoidably lose market share. This was the takeaway from the recent Econsultancy’s webinar “The New Marketing Reality: How To Capitalize On Opportunities To Build A Better Customer Experience.” IBM’s Marketing…

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Time to Get on the Loyalty Train

Phil Rubin, CEO of loyalty marketing firm rDialogue The people of Atlanta – including myself – are in a time crisis. Our city was already known for long commutes and horrific traffic. Just when we thought it couldn’t get worse, it did: a bridge on a major highway collapsed on March 30. It’s going to…

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Can United Airlines Repair Its Image?

David E. Johnson, CEO, Strategic Vision PR Group   The past several days have been a public relations nightmare for United Airlines and it does not appear that things will be improving for the embattled airline and its CEO, Oscar Munoz in the near future.  The United saga began when Dr. David Dao was violently dragged off a…

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United’s World of Woes

Editor’s Note: CommPRO reached out to Virgil Scudder, the “Dean of Media Trainers,” for this follow up to his analysis, United Airlines O’Hare Fiasco: A Lesson for All Leaders. Virgil Scudder, President, Virgil Scudder & Associates How can United Airlines ever dig itself out of its ever-deepening hole? It won’t be easy, cheap, or quick.  And, it’s not…

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A Desperate United Airlines Feeds the Beast – Or Tries To

Richard Levick, Esq., Chairman and CEO, LEVICK As of this writing, a perfect storm overwhelms every effort by United Airlines to dig itself out of the abyss. At one point on Tuesday, CEO Oscar Munoz’ stunningly tardy but heartfelt third attempt at an apology seemed to offer some ray of hope or at least strong…

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