Crisis communication benchmark discover 4 successful cases

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safi2021
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Joined: Tue Feb 07, 2023 11:11 am

Crisis communication benchmark discover 4 successful cases

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When we talk about public relations or business communication, a subject that cannot be left out is the relationship crisis between brands and their consumers. This type of problem can lead to major losses both financially and in the context of branding, and therefore is a cause for concern for managers. In this post, we created a crisis communication benchmark to inspire you with the solutions that big brands have adopted to overcome adverse situations. We hope that your brand never faces a crisis, but if it does, you will have great ideas to face them. Follow us and check it out! 1. Zappos With the status of being the largest shoe retailer in the world, Zappos faced a very serious brand crisis in 2012. All because the company's websites were invaded by hackers, who stole the registration of more than 24 million brand customers.

Work around the problem Zappos immediately took the site down, communicated to all its employees about what happened and then informed people who had their information leaked. In addition, it intensified its work at the Customer Service Center – SAC, both through social networks and by telephone, clarifying any doubts that people might have on the subject. These transparent actions Uganda WhatsApp Number List made the brand pass a positive image and not be “burned” by the episode that occurred. 2. Brastemp Another well-known case when talking about crisis management involves Brastemp, a famous home appliance brand. The organization saw its brand leading Twitter's Trending Topics for a not very pleasant reason: a consumer had made a video showing defects in a brand refrigerator, which, according to him, had problems that were not resolved by the company's SAC.

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Brastemp's communication managers quickly resolved the customer's problem and trained the employees who work in customer service so that this would not happen again, even inviting the dissatisfied customer to make a new video stating that their problem had been resolved . 3. Gina The brand of sticks Gina also saw its name in evidence on social media when Internet user Rick Lopes created a fanpage on Facebook, named Gina Indelicada, with the profile picture of the model that has been illustrating the product's boxes for over 40 years . The idea of ​​the page was to answer questions sent by followers with an acid tone and even rudeness. The situation, which at first seemed to be something unpleasant for the brand, was circumvented when the company Rela Gina proposed a partnership with the advertising student who developed the page, taking control of the publications.
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