06 Nov Crisis Management: A Digital Checklist
Crisis management is imperative
Reputation is a top priority in every business. It is therefore a need more than merely a support to understand the information about crisis management before any marketing action takes place.
Today’s advancing technology leaves every brand extremely open to criticisms. Be it minor issue or immense, digital crisis should be dealt with properly. So what if your brand is faced with an extreme criticism that may have started from a single influencer and rapidly growing to be very negatively noticeable for your brand? What must marketers keep in mind in today’s advancing marketing moves? Two things: First is to skillfully know how to handle a challenge to your brand’s reputation in the digital world; and second is even better — to adeptly avoid crisis all the time. Here are the things that you can’t miss to put into action when handling an ensuing online crisis:
Communicate with the influencer privately
People say you can’t please everybody. True enough! But because you are trying to sell your brand’s products and services, you need to try to achieve zero crises; or else, this can lead to an uncontrollable hit on your brand’s reputation that will sooner or later hurt your business. So best thing to do is find the root of the growing feedback and start communicating privately through a private message to address their issue. Tip: Make sure to make a genuine approach. You wouldn’t want to make the crisis worse.
Get rid of the gaps
This is the center of crisis management. Communicate well and respond. Don’t leave gray areas unresolved among your audience. Customers ask because they look forward to something. Leaving them wondering about your product or service may reflect your brand negatively. There’s nothing wrong in saying your apologies when you did something wrong. It makes your customers more at ease to know that you understand their issue.
Stop everything and put digital crisis in your Urgent task list. Issues need to be resolved quickly. For customers, time is more than gold (especially for those who are terribly furious). You need to let your customers know that your concern for them is never vanishing. So update them, communicate with concern and respond to their queries as soon as possible.
Be genuine and transparent
People online are more clever than you think. Keep in mind that in times of crisis, people can have more reasons to think negatively about your brand’s reputation. Don’t allow this to happen. Being transparent about the situation will make things better. Admit your fault and thoughtfully respond to your customers. Tip: Treat them as part of your growing brand’s family, not merely a customer.
Always keep a crisis management team ready
Panic won’t help. Never ever lose control in digital crisis situations Better yet, always ensure that your crisis management team is in place to act on the situation quickly.
Community management experience is crucial
Your community manager will be the voice representing your brand. How they deal with crisis on the social media, especially in executing quick actions and responses, will weigh big in times of crisis. Get a professional, a good communicator and someone who understands your brand by heart to do these crisis management things for you.