When Crises Come Knocking - Part 2: How & When to Respond
May 22, 2018
We’ve talked about how to address issues and evaluated whether an issue is worth a response or not. Now I’d like to discuss some of the considerations of how, when, and how much to respond.
Related Post: When Crises Come Knocking – Part 1: Planning is Essential
First, it’s important to discuss context. Crisis or issues management should always be top of mind. It’s not something to deal with last minute when your inbox lights up and the phone rings like crazy.
The Importance of Branding
If an organization has built a strong brand and created strong links with its customer base (whether B2B or consumer), it is already ahead of the curve when an issue arises. An example might be Trader Joe’s (at least to me).
If an organization has earned a reputation of treating its customers poorly, then when an issue happens, the mountain is that much higher to come out of a crisis unscathed. United Airlines comes to mind, I have more stories to tell than there is space in this blog, ...