Follow these 5 online reputation management tips to make your business better prepared to spot and address issues before they become crises.
5 Online Reputation Management Tips Every Business Should Know
Posted on: 04, Jan 23
Are You Protecting Your Reputation With A Plan?
Posted on: 28, Mar 22
Are You Protecting Your Reputation With A Plan? Neglecting reputation can be costly With polls showing that global executives attribute a whopping 63% of their company’s market value to its overall reputation, it seems most in the know would agree reputation is a tremendously valuable resource. Why, then, is it …
So You Got A Bad Review. Now What?
Posted on: 24, Feb 21
So You Got A Bad Review. Now What? 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 situations for …
Katherine Heigl Puts Grassroots Crisis Management To Work In Hollywood Return
Posted on: 09, Feb 21
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 gossip (give me a break on that one, it can’t …
The 5 Top Crisis-Causing Mistakes in Customer Service
Posted on: 19, Dec 19
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, that initial opinions of new clients may well be influenced …
“Woke-Washing” Is Not The Solution For A Bad Reputation
Posted on: 08, Oct 19
[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 sweeping some not-so-positive things under the rug — has already …
Sorry Joan Jett, Reputation Does Matter
Posted on: 19, Sep 19
[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, and many more, to not care at all is rarely …
Crisis Management Consultant Talks Epstein and #MeToo Reputation Management With MarketWatch
Posted on: 16, Jul 19
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 after being busted for egregious offenses, why the same tactics …
When A Sudden Event Threatens Your Company, Step Up Like Wag
Posted on: 24, Jun 19
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 if you’re a five-year-old company suddenly faced with an existential …
Boeing: “Sorry” Doesn’t Have To Be The Hardest Word
Posted on: 23, Apr 19
[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 those words Boeing battled to avoid saying in the face …
Social Media Crisis Management Do’s and Don’ts
Posted on: 27, Sep 18
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 behind any given crisis. The bottom line here is that …
Too Close to See: Why Amazon’s Handling of Whole Foods Could Lead to Crisis
Posted on: 02, Jul 18
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 at work. In this new monthly series we’ll look at organizations …
When April Fools Marketing Goes Wrong
Posted on: 08, Apr 18
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 laugh to get the town excited about new jobs that …
NFL Quarterback Provides Quick Lesson in Apologies
Posted on: 08, Jan 18
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 who lives in the spotlight doing it right. Watch @Titans …
How your customer service can create (or prevent!) crises
Posted on: 12, Dec 17
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, whether it’s intended to be or not. Provide poor customer …