A crisis online can arise and go viral within a matter of minutes.
Social Crisis Management
It’s not something we ever want to think about but something every brand needs to be prepared for. At any time your brand can be attacked online, and the sooner you can find the issue and start responding, the better chance you have to protect your brand.
Being prepared with a social media listening and crisis plan is essential to mitigating issues going viral. Put your message before the narrative. Come out the other side a stronger, better brand.
By enrolling in the Online Review Program, our team is already monitoring your online reputation day and night. If we notice a post that is a threat to your brand and needs to be elevated to a crisis situation, we not only alert you right away but will be by your side to create a strategic communications response. While many companies think the best response is none at all, the opposite is actually true. A well-crafted and compassionate response can increase your brand perception when it is being attacked. We have 20 years of crisis communications experience to help you navigate these potentially sticky situations and will work seamlessly with your legal, public relations and any other stakeholders to launch and maintain a strong, detailed response campaign.
Crisis Services
Listening & Tracking
"Unexpected crises can destroy businesses and reputations. Boards, chief executives and their managers may believe they have a firm grip on the risks they face. They should think again.”
We can help track relevant brand issues online. Whether identified internally or online, our Social Listening program will listen closely to what is being said, posted and shared about your company or your competitors on social platforms and provide you with detailed reports in real time.
Response
“The Internet can be fickle, and your reputation can plummet overnight faster than a dissatisfied customer can strike the “submit” button on a review site.”
Source: Financial Times
If an issue is identified during our Social Listening program, our team will quickly help determine a crisis strategy to mitigate the situation. We can create statements, respond to posts and provide a strategy on how to move your brand forward after an online attack.