Organizations are run by people. So, when organizations find themselves in the midst of a sticky situation, they often react as individuals do—emotionally and with more attention on the negative than the positive. But negative feedback, even a lot of negative feedback, can create a distorted perception around a crisis and create the false impression that the overwhelming sentiment is negative.
The coffee pot in the bank branch is a familiar image. But who actually drinks the coffee? Contemporary banking is about completing a transaction and getting out. Or better yet, making deposits and checking balances on a phone at 2 a.m. But with new café-style branches, Capital One is betting on a different calculus.
The average cost for a day in the ballpark for two people is just over $75. This includes tickets, hot dogs, beverages and parking to a major league baseball game. While some professional sports and MLB teams do a great job offering lower ticket price options, the teams ultimately rely on the star power of the players, the excitement of current events and the team’s winning record to drive ticket sales and attendance.
Most utilities work very hard at customer service. But to further build trust and meet shared goals, utilities need to also educate customers on resource consumption and how it impacts their rates.
In our last post we discussed the importance of building relationships with news media and having a strategy for interacting with them. This post is about executing that strategy through interviews.
As you learned in our last post, having a spokesperson who represents your company is critical. He or she embodies your mission, gives a personality to your company and serves as the face of your organization.
It is critical to have an effective spokesperson represent your organization. He or she embodies your mission, gives a personality to your company and serves as the face of your organization.
From social media gaffes to federal investigations, hacked computers and airline mishaps, the last year has seen one public relations crisis after another. Every situation is different, but many share one feature – the first response was poor.
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