Public and Customer Relations

1. Image and Reputation Assessment
Audit of public perception and online/offline reputation.
Analysis of media presence and social media footprint.
Opinion surveys for clients and stakeholders.
Identification of strengths, weaknesses, and reputational risks.

2. Public Relations Strategy
Definition of positioning objectives.
Relationship plan with media, influencers, and opinion leaders.
Drafting of key messages and spokesperson guidelines.
Action plan to improve brand visibility and credibility.

3. Press and Media Management
Writing and distribution of press releases.
Organization of press conferences, interviews, and media events.
Management of relationships with journalists and strategic media outlets.
Media monitoring and daily or weekly news clipping.

4. Crisis Communication Management
Development of crisis protocols.
Consulting for handling sensitive situations (errors, public complaints, scandals).
Spokesperson and media training.
Crisis response communication and image recovery strategies.

5. Institutional Relations and Partnerships
Development of strategic alliances with other brands, NGOs, government entities, etc.
Management of participation in trade shows, conferences, and industry events.
Creation of networking and institutional visibility opportunities.
Representation of the company in public or industry-related forums.

6. Customer Experience and Service
Assessment of customer service channels (phone, WhatsApp, email, social media, in-person).
Design of customer service protocols (greeting, response, closing).
Training in empathetic communication and objection handling.
Improvement of post-sales processes, loyalty, and complaint resolution.

7. Customer Communication Strategy
Audience segmentation and personalized message design.
Relational communication campaigns (thank you notes, follow-ups, birthdays, etc.).
Content creation to maintain engagement (newsletters, blogs, social media).
Customer satisfaction surveys and feedback analysis.

8. Training and Support
Workshops on customer service, public relations, crisis management, and media training.
One-on-one coaching for leaders and institutional spokespeople.
Communication manuals and guidelines for customer service and PR teams.