Missteps will happen. Some do a good job of apologizing (Southwest) while others not so much (United). Southwest’s apology was immediate and sincere, while it took United three attempts to finally begin to get it right.
If you’re thinking about putting together a crisis communications plan for your business, where do you start? Here are the basics to consider:
Last week, I had the pleasure of attending Content Marketing World for the second time. It was three days filled with learning and some good times with like-minded marketers. We all love what we do.
With major brands from Pepsi to United finding themselves in hot water, the crises this year have shined a spotlight on why planning ahead for one of these scenarios is so important. If we can take any lessons from these situations, it’s that EVERY business really needs to have a plan in place in the event of a crisis.