A LinkedIn connection of mine recently wrote me an interesting message. He began the message with the sentence: “Why CRISIS is a bad word,” and followed it up with the following wordplay – People: Create their problems; React by blaming others; Infer that all will be okay; Secure themselves behind false claims; Independent they become […]
The Correlation Between Corporate Culture and Successful Crisis Management
Your corporate culture directly impacts your organization’s crisis management Successful crisis management has a lot to do with an organization’s corporate culture and the mindset it instils in its team members. In other words, the way you choose to look at risk directly impacts the way you respond to risk and the way you overcome […]
Make Issues Management an Integral Part of your Corporate Culture
Over the past few years, we’ve come to learn that one person can go a long way in wrecking havoc on a brand. Dave Carroll was one of the first to prove this point brilliantly with his “United Breaks Guitars” YouTube trilogy. But what about the incidents that occur that senior management never hears about? […]
What Impact Does Customer Service have on your Company’s Issues Management?
I was recently asked to give a guest lecture on customer service for a class at the Université de Montréal. Does this strike you as odd? I mean, what does customer service have to do with crisis management? The truth is that your organization’s customer service representatives play a big role within your brand’s issues […]
The Power of the Lingering Risk
Sometimes there’s risk involved with something (an action, a decision, a change – whatever) but yet nothing negative happens (fiou!). However, just because nothing has happened to escalate that risk into an issue or a crisis, doesn’t mean that it never will. Kim Côté, chef and owner of the Quebec restaurant, Côté-Est, has recently learned this […]
