Your brand's reputation is at risk online. How will you navigate through a crisis situation?
When a crisis hits your brand online, it's crucial to act quickly and thoughtfully. Here are effective strategies for damage control:
- Initiate a prompt, transparent response to show accountability.
- Engage in active social listening to understand public sentiment.
- Craft a recovery narrative that aligns with your brand values and communicates future steps.
How do you approach online brand crises? What strategies have worked for you?
Your brand's reputation is at risk online. How will you navigate through a crisis situation?
When a crisis hits your brand online, it's crucial to act quickly and thoughtfully. Here are effective strategies for damage control:
- Initiate a prompt, transparent response to show accountability.
- Engage in active social listening to understand public sentiment.
- Craft a recovery narrative that aligns with your brand values and communicates future steps.
How do you approach online brand crises? What strategies have worked for you?
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Don't try and move past the crisis faster than people are willing. The market will tell you when it's not a crisis anymore; you won't tell it. A reputation takes a lot longer to build back than in it does to build in the first place. I worked on McDonald's when the brand was navigating multiple crises (Spurlock, pink slime, is it really beef?, etc.). A campaign that took this head-on was the "Our Food, Your Questions" campaign first done in Canada by DDB. An unflinching example of radical transparency (I wasn't involved in this campaign). But it still took a few more years before the market was able to move past it. Before lovin' there must be acceptance.
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The credibility of brands in online environments is always under threat. In this situation, it should be noted that special attention should be paid to the essence of the brand, and the essence should not be changed to deal with threats, and the brand identity should be stable, but scenarios should be written before any threat to deal with the threats, here is the power of prediction. Threats and writing scenarios are required to deal with threats.
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First and foremost don’t be defensive! Also don’t ignore the conversation. Share all the right info and embrace criticism turning negativity into fuel for learning, interventions and growth! All the best! 👍
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In handling an online brand crisis, we shouldn’t rush our response. It’s essential to thoroughly assess the situation first. Often, giving it a bit of time helps in managing the crisis more effectively and avoiding hasty decisions. Let’s ensure we review all the details carefully before reacting.
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When your brand's reputation is at risk online in the Asia-Pacific market, navigating the crisis involves a strategic, multi-step approach. For instance, when Singapore Airlines faced backlash over service issues, they implemented a swift response by acknowledging the problem publicly and apologizing sincerely via social media and their website. They utilized media monitoring tools like Meltwater to track the spread of negative sentiment and gauge public response. The airline then engaged with affected customers directly, offering personalized resolutions and transparent updates on corrective actions.
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