Brands

Axios has released the results of the latest Axios Harris Poll 100 survey. It conducted the research by asking U.S. adults to rank companies based on their corporate reputation. The participants were not happy with Facebook, at all. It fell…

Nike and the importance of meaningful brand values

Gemma Storey

Social Marketing

Brands, Campaigns, communications, mission, values

No Comments

Any team can brainstorm a handful of values and stick them on the company website. It doesn’t mean the brand lives by them. Words are often easy, actions less so. When Nike decided to work with former NFL player, Colin…

The curious case of Wetherspoon’s social shutdown

Gemma Storey

Social Media Crisis

Brands, crisis, customer care, social listening, social media

No Comments

British pub chain JD Wetherspoon shut down all of its 900+ pub’s social media profiles this week, with the chairman, Tim Martin, citing a variety of reasons. Apart from his general opinion that people spend too much time on social…

The perils of change: lessons from the #KFCCrisis

Gemma Storey

Crisis Communications

Brands, clarity, crisis communication, Crisis preparation, Crisis Simulation, crisis training, social media simulations

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In February, Kentucky Fried Chicken started working with a new “delivery partner”. Now, usually, most people wouldn’t care about this, but then hundreds of KFC branches closed down temporarily because they ran out of chicken and, well, a lot of…

Can humour be toxic to brands?

Gemma Storey

Social Marketing

authenticity, Brands, listening, reputation management, social media

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There’s a big difference between funny and patronising – this is especially true for brands on social media. Of course, much of our humour is down to personal taste. What one person finds offensive, another may find side-splittingly funny. Being…

How to respond to negative reviews

Gemma Storey

Crisis Communications

#smcrisis, Brands, crisis communication, critical feedback, Facebook, Negative reviews, reputation management, social media, TripAdvisor, Twitter, Yelp

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The subtitle to this post should be: “in a way that doesn’t blow up in your face”. No reasonable person expects brands to be perfect. Mistakes happen, it’s the response (or lack of one) that counts. But sometimes businesses seem…

Why brands need to simulate a social media crisis

Gemma Storey

Social Media Crisis

Brands, crisis communication, crisis training, reputation management, social media, social media simulations

No Comments

It’s not hard to understand why your team needs to train to deal with a crisis breaking on social media – one look at the news shows the power that social media posts have over the headlines. Whether it’s the…

Brands are more than their CEOs

Gemma Storey

Crisis Communications

boycotts, Brands, CEOs, crisis communication, reputation

No Comments

On a business level, when it comes to reputation with clients, governments, media and the industry that they are in, CEOs (and their actions) carry a lot of weight. But what about their wider reputational impact? For example, I’m currently…

Authors

Gemma Storey

Gemma is Polpeo’s Content Specialist. She develops the crisis storylines and writes social content for Polpeo. She is the principal voice of Polpeo on Twitter, and blogs on PR Examples and carrotcomms.co.uk/blog.

Kate Hartley

Kate is COO and co-founder of Polpeo. Her background is in corporate reputation, crisis management and PR, and she runs communications consultancy, Carrot Communications. She is a member of the CIPR and the PRCA’s Digital Steering Committee.

Lisa Barnett

Lisa Barnett is the Innovation and Content Director at The Social Element and Polpeo.

Tamara Littleton

Tamara is CEO and co-founder of Polpeo. She is also CEO and founder of parent company, The Social Element, a social media management agency that works with some of the biggest brands in the world.

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Does brand reputation matter?

Brands are more than their CEOs

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