Failing to keep customers happy is a crisis management concern We’ve all had them – that one terrible customer experience that left us saying, “never again.” Losing even one customer can hurt, and oftentimes truly bad customer experiences impact far …
Amazing Collection of Review Management Stats
Hard facts on why YOU should care about online reviews 68% of millennials trust online reviews most For every star a business gets in their rating, their sales revenue will increase from approximately 5-9% 22% of consumers will not purchase …
Princess Cruises’ Crisis Comms for Dirty Secret
How do you address allegations of illegal dumping and a $40m fine? While a “magic pipe” might sound like something Alice’s caterpillar friend would enjoy, the Princess Cruises definition was quite a bit less whimsical and altogether more disgusting. A …
3 Tips to Prevent Hashtag Hijacking
Reduce the risk factors for online marketing Creating your own hashtag for use on social media is a great way to connect discussions about a specific marketing campaign, product, or event. But, they’re also the perfect target for those looking to …
The Fake News Phenomenon
When false ‘facts’ become headlines We use words like hoax, misinformation, and untruth, but the deceptively simple “fake news” describes one of the most common modern causes of reputation issues so very well. Media outlets today are in a frenzy of …
Crisis Management Quotables…on Getting Your Pants On
Don’t get caught with your pants down when it comes to harmful misinformation The Right Honorable Sir Winston Churchill knows a thing or two about crisis management, having been a driving force in UK politics through the first and second World …
Ruckus in Rio as Olympic Games Draw Near
Reputation issues could plague the city long after the Games are gone The opening ceremonies for the Rio Olympic Games are less than a week away, and yet the very same issues we discussed in December 2015 (and then some!) …
Crisis Management: Reducing Severity and Impact of Recalls
Catching product issues before they create big problems is key to reducing the reputation impact of recalls There has been a serious increase in recalls over the past several years. In large part this is due to greater awareness – consumers …
Are You Dropping the Ball When it Comes to Crisis Management?
Shocking number of orgs have PR departments but are utterly unprepared to face a crisis Awareness of the need for crisis management is on the rise, but once in a while we see a stat that makes us realize just …
Crisis Communications Review: Linkedin’s Data Breach Notice
Evaluating the social network’s crisis messaging Data breach announcements aren’t the big news that they once were, in large part because just about all of us have received several by now. That said, people are still (quite understandably) concerned when …
Preparing for Social Media Crisis Management
Being ready in advance is key to mitigating damage Social media mishaps can turn into crises in the blink of an eye. The best way to prevent a single incident from turning into a costly crisis is to leap into …
Brand Citizenship and Crisis Management
The two go hand-in-hand As much as those at the helm of a good number of old-school organizations may want it to go away, the trend of choosing products and services based not only on price point or features, but …
Crisis Management Quotables…on a Dialogue with Millions
Communication is now a two-way street whether you like it or not You don’t wind up leading teams at organizations like Fast Company and Inc. magazine unless you have your finger on the pulse of the modern world, and our …
Constructing a Communicator
The stats behind this critical member of your team Anyone tasked with speaking for their organization is under serious pressure. While practice and experience can result in the appearance of effortless communication, the reality is that it’s a tough job …
Communication Through the Years
My how things have changed! At the core of nearly every aspect of crisis management you will find communication. Even if you consider yourself a master of crafting the right message, there’s no arguing that the precise “how” of transmitting …