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Top Takeaways:


“Brand sentiment really matters. What you say, how you say it, tone—those things really affect consumer purchasing habits and loyalty.” “Crisis PR is about telling stories. The key is often to respond quickly. Ignoring a crisis isn’t helpful. You need to be decisive, you need to be strong, and you need to make decisions.” “People work with people that they like. People buy from companies that they identify with and that have values similar to their own. This is more true now than ever before.”


Ronn Torossian is the founder and CEO of 5W Public Relations. He has worked with some of the world’s most visible companies, brands and organizations and has been recognized with numerous rewards throughout his career spanning over 20 years. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. How can I get my customers to trust me?
  2. How can I increase customer loyalty?
  3. What is the role of customer service during a crisis?
  4. How do I manage a crisis?
  5. How can I adapt to doing business in a global crisis?

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