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
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 …
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 …
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 …
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 …
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 …
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 …
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, …
How Much Could Bad Customer Experiences Cost Your Company?
Posted on: 26, Aug 17
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?
Posted on: 20, Jul 17
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 …
Why You Need to Care About Who Americans Trust
Posted on: 15, May 17
Do you think traditional news media remains a viable means of communicating during a crisis? Maybe it’s a lower priority than you think. A 2016 Gallup poll surveyed Americans on trust levels for various institutions and found that former bastions …
The Reputation Impact of Data Breach
Posted on: 29, Mar 17
[Editor’s note: Thank you to Simon Parker of Minerva Security for sharing this guest post on how losing private data reflects on your company’s reputation.] Data breaches happen alarmingly frequently these days for a lot of reasons. Some companies are …
Twitter Moves to Stop Cyberbullying
Posted on: 01, Mar 17
A promising sign, but is it enough? In late January, Twitter VP of Engineering Ed Ho put out a number of posts addressing the blue bird’s renewed focus on user safety. Though we typically take these types of announcements with …
Chipotle’s Crisis Management: Road to Recovery
Posted on: 20, Feb 17
Can the burrito chain finally call a wrap on its lengthy crisis? Chipotle Mexican Grill Inc’s (CMG.N) sales rose for the first time in five quarters as the burrito chain’s efforts to bring back diners after a series of food …
Guest Post: How Employee Engagement and Strong Reputation are Linked
Posted on: 17, Feb 17
[Editor’s note: This guest post speaks to a point that many overlook – the connection between HR concerns and crisis management. If you have a post you’d like to share we’re always happy to take a look, get in touch …
