Without the right steps taken, there is no success after a crisis. Your identity will be questioned, and it’ll be up to your decision on how you rebound. But how can your brand turn turmoil into triumph? Anticipate, assess & act.
1. Anticipate.
Before the trouble starts, you’ll need a plan of action. What will you say? How will you say it? Ensuring clear and consistent communication, including a designated spokesperson and training staff, will be how your back is covered, even before disaster strikes.
2. Assess.
While everyone is pointing at you, you need to point out the problem. Find out what when wrong and lean into your crisis communication outline.
3. Act.
You’ll need to know how to react based on your audience’s expectations. Your reaction will drastically differ based on an internal and external audience. Continue to lean into evolving your crisis reaction to carefully craft a message that will match the moment. Your tone, reaction speed, and authenticness will all be crucial to your response.