What’s the biggest nightmare for a famous person or brand? A PR crisis. Yet, it’s almost inevitable. Anyone who’s always in the public eye is bound to face one at some point. That’s why it’s important to learn how to handle a PR crisis, even if you’re lucky enough to...
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Managing the unpredictable: A crisis communication case study
The first warning was an email from a regional sales rep alerting management at headquarters that a reporter from a TV station in another state had visited a customer facility where the company’s equipment was in use. The reporter, the sales representative warned, had...
CX crisis escalating in 2022: Nearly 20% of brands see drop in customer experience quality
Customer experience quality fell for 19 percent of brands in 2022, according to new research from Forrester—the highest proportion of brands to drop in one year since the firm first started doing this survey. In addition, CX quality has fallen back to early 2020...
Crisis PR: 5 tips for preparing your team for data security breaches
Every employee of your company will be involved in the aftermath of a security breach, no matter his or her department or role. This extends to your PR team. This team has one of the most important roles because it's the touchpoint for your customers and the community...
5 smart ways your company can protect itself from a PR crisis
When things go wrong for your company, it's important to fix the issues but also do what you can to avoid a public relations crisis. If you do not have an easy-to-understand PR policy in place, now is the time to develop one and ensure each employee understands these...
8 steps to take to deal with a reputational crisis
Navigating a severe reputational crisis is a nightmare for any PR manager. It can be anything, from a data breach to a failed promotional campaign and employee-related issues. Due to social media sites, such crises become more frequent as even a minor adverse event...
The crisis of PR crisis specialists: They have minimal control of how a crisis will play out
For several years before entering the PR business, I was a reporter and editor at several New York City newspapers and wire services. It was because of my experience during my journalism days that I differed on my approach to handling a PR crisis when I joined the PR...
4 things every crisis communication strategy should include
Every day you have to deal with issues at your company. Most of the time, problems are relatively easy to resolve. Occasionally, you will face a crisis. You need to respond appropriately, whether it’s a personal data breach or a rebranding gone wrong. A crisis...
A crisis comms perspective: Michelle Garrett shares her thoughts on the Oscars incident involving Chris Rock and Will Smith
Whether you watched the Oscars on Sunday night or not, it’s more than likely you’ve heard about or seen a clip of Will Smith slapping Chris Rock on stage after Rock made a joke about Jada Pinkett Smith. The incident has not left the headlines since. Michelle Garrett,...
Crisis Comms Mastery Virtual Summit: Top Tips from the Experts
From March 24-26, over 2,000 registrants joined us for our second annual Crisis Comms Mastery virtual summit. This year we had 15+ sessions from a lineup of world-class PR and crisis comms experts, including former journalists, agency owners, authors, and podcast...