When your rating drops on review sites, it’s time for a quick crisis management response While sometimes it’s tempting to think of crisis management solely in terms of celebrity misbehavior, CEO apologies, and glitzy trial cases, those aren’t exactly everyday …
Katherine Heigl Puts Grassroots Crisis Management To Work In Hollywood Return
Should your organization be considering this powerful tactic for building both influence and audience? Once you’ve been in this business long enough you can’t seem to avoid spotting crisis management lessons everywhere. While perusing the latest entertainment news and celeb …
The 5 Top Crisis-Causing Mistakes in Customer Service
The front desk person at a financial services firm I visited some time ago had a marvelous title on her nameplate, “Director of First Impressions.” She knew that she was in a make or break position for her firm, …
“Woke-Washing” Is Not The Solution For A Bad Reputation
[Editor’s note: Much like the hashtag fails we saw lead to crisis management disasters so commonly a few years back, the trend of “woke-washing” — trying to champion popular causes to demonstrate what a good company you are while …
Sorry Joan Jett, Reputation Does Matter
[Editor’s note: Today we’re pleased to share a guest post from Australia-based crisis pro Tony Jaques and his Managing Outcomes newsletter. While what exactly constitutes a “bad” reputation certainly varies depending on factors including industry, past behavior, success level, …
Crisis Management Consultant Talks Epstein and #MeToo Reputation Management With MarketWatch
As the wave of #MeToo allegations rolls on and major bad guys like Epstein grab headlines, Bernstein Crisis Management president Jonathan Bernstein shared thoughts with MarketWatch on how some of these folks have managed to continue operating in public …
When A Sudden Event Threatens Your Company, Step Up Like Wag
This guest post comes to us from expert consultant, Bernstein Crisis Management team member, and founder of Jon F. Harmon Strategic Communications, Jon Harmon! When a sudden event threatens your company, step up like Wag What do you do …
Boeing: “Sorry” Doesn’t Have To Be The Hardest Word
[While there’s absolutely a need to take care when dealing with issues involving major risk of litigation, sometimes the situation demands a clear, “We’re sorry”. In this guest post, reputation and crisis expert Mark Story asks why it was …
Social Media Crisis Management Do’s and Don’ts
How to avoid trouble when navigating the social media jungle Social media crisis management has been a part of 99% of the damaging situations we’ve seen this year. In fact, more often than not, social media is a driving factor …
Too Close to See: Why Amazon’s Handling of Whole Foods Could Lead to Crisis
It’s a common occurrence for a crisis management pro – you’re brought into a case, start asking questions, and immediately spot red flags so blatant it seems impossible they were missed. Yet, more often than not, there’s no willful ignorance …
When April Fools Marketing Goes Wrong
It’s practically become a spectator sport to watch for marketing mistakes after any calendar event, and April Fools 2018 did not disappoint. There were numerous examples to choose from, like the French mayor who thought it would be a great …
NFL Quarterback Provides Quick Lesson in Apologies
Humility, honesty, and a dose of good manners. It’s not often that we get to talk about positive media coverage of a star athlete, but with all of the “wrong way” examples out there it’s always refreshing to see someone …
How your customer service can create (or prevent!) crises
Failures in day-to-day communications can create serious threats to reputation Customer service is a critical part of crisis management. The way each individual in your company treats stakeholders is a direct reflection of how your company feels about said stakeholders, …
How Much Could Bad Customer Experiences Cost Your Company?
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 …
Are You Neglecting Social Media Crisis Management?
Not preparing for crisis is begging to have one If you’re online reading this, chances are you know that almost every crisis or reputation threat today involves social media to some degree. Yet, a shocking number of organizations are not prepared to …