I was recently asked an important question by a reader. With some tweaks made to hide the reader’s identity and particular situation, here’s what I was posed: When someone or an organization is defamed online and it goes public, and after they’ve released a statement putting light to their side of the story, should they […]
How To Quickly Develop The Right Messaging in a Crisis – Message Mapping Helps!
By Patrice Cloutier Apart from totally avoiding a crisis (a pipe dream), being truly prepared is the only guarantee that you’ll have a chance to be successful. I’ve been writing for a while now about the five P’s of crisis comms planning: Procedures (simple, intuitive, adaptable – the playbook) People (their training, skills needed, rostering) […]
TCIP #006 – The Art of the Apology with Patrice Cloutier
Welcome to episode #006 of The Crisis Intelligence Podcast, with Melissa Agnes and Patrice Cloutier A true apology is a very powerful thing. Especially in a crisis. It can literally mean the difference between surviving the crisis with your reputation and bottom line intact, and millions of dollars in loss of annual revenue (or your […]
How to Deal with Harmful, Possibly Defamatory Yelp Reviews
By Whitney C. Gibson If you are searching for information about a local business, chances are you might go to Yelp.com or stumble upon Yelp reviews in a search about a business. Yelp is home to 57 million reviews and attracts 132 million monthly visitors, according to data released through March 31, 2014. By all […]
One Very Important Element that Most Customer Service Programs Lack Today
Customer service programs and trainings are important. It’s important to educate and train your frontline to be able to engage and empower your clients, to build relationships and to humanize your brand. These programs and trainings should be strategic and focus on things like real-time communications, social media and using the right tone. However, one […]
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