Post by account_disabled on Feb 27, 2024 5:36:04 GMT -5
Having your product suddenly become a danger to consumers has to be by far any brand's worst nightmare; coping with the situation, one of the biggest challenges for marketing and communications staff. If you don't believe it, just ask Samsung, which recently had to take its Galaxy Note 7 off the market and is now facing million-dollar losses, after it was discovered that the smartphone's battery could explode quite easily. Dozens of headlines then filled the media around the world to alert the population about the risk of the telephone and many airlines had to ban them on board planes for fear of an accident. Once the replacements showed the same technical deficiencies, the brand had to stop production entirely to begin repairing the fault, but healing the damage to its reputation might not be so simple.your brand is immersed in a crisis? We give you the answer. 1. Stay open Dealing with this type of crisis within the organization is usually demanding and truly exhausting. It is possible that a large part of the team will feel frustrated, unmotivated and even fearful, investigations may take too long or be invasive, and leaders' decision-making regarding the measures to be taken in operational terms can make communication with stakeholders difficult. Make it the last item on the to-do list. However, organizational bureaucracy should not interfere with the openness that the company shows to the media, consumers, shareholders and other interest groups. It doesn't matter if you have a small business or a corporation so complex that it is difficult to understand, the key is to have real conversations with your stakeholders, conversations that resolve their concerns and put an end to their possible fears.
Keep your promises Communication New Zealand WhatsApp Number can help you mitigate the damage to your reputation only if it is based on actions, otherwise you better not waste your time or you could simply add lemon to your wounds. This formula also works in reverse, since actions that are not communicated properly will not rescue your brand from the problem either. In this sense, Samsung has undertaken a replacement program that has not only been communicated step by step through its website , it has also supported with effective distribution strategies by placing modules in some airports and involving the service centers of the different telephone companies and other points of sale. samsung-galaxy-communica 3. Stop other efforts It doesn't matter if only one of your products is responsible for the problem, the reputation crisis affects the entire brand; Until you resolve it, it is best to stop key activities such as launching new products and releasing your latest campaign. Otherwise, you're probably just reminding consumers of your mistakes and spreading the crisis, so focus your efforts on managing it first. 4. Walk carefully handle-crisis-samsung Granted, the above measure may be extreme and is applicable only in a critical situation. In any case, you won't be able to stop your activities completely, there will be events that you can't postpone, releases that can't wait and features that must continue, so it's best to move forward carefully.
The crisis won't go away in the meantime, so make sure you don't ignore it in any of these events. Any spokesperson for your brand must be prepared to answer pertinent questions and this includes the sales force and each person who has direct contact with your interest groups. Don't leave anyone out of the conversation. 5. Don't forget the importance of a face It will be better if your company already has a face that is empathetic with your consumers and inspires confidence in them, otherwise, in addition to training your spokespersons and collaborators, you will have to select a spokesperson who will give a human character to your brand during the crisis. tim-baxter-samsung On this occasion, Samsung, like many of the companies that have faced a crisis situation, seems like a faceless company. At first Tim Baxter, president of operations, lent his voice to apologize and point out that the replacement equipment was fault-free. Unfortunately this communication was interrupted after the first approach. 6. Be the first A company facing a crisis situation should not allow the media or social networks to take control of its narrative. You need to have the appropriate communication channels to be the first to identify your stakeholders' problems and respond to them. When a failure comes to light, silence is not the best tool; Companies need to take the initiative and communicate with consumers in order to avoid a potential scandal. Samsung took too long to make statements, by the time it did so the media had already put the brand in dozens of headlines.
Keep your promises Communication New Zealand WhatsApp Number can help you mitigate the damage to your reputation only if it is based on actions, otherwise you better not waste your time or you could simply add lemon to your wounds. This formula also works in reverse, since actions that are not communicated properly will not rescue your brand from the problem either. In this sense, Samsung has undertaken a replacement program that has not only been communicated step by step through its website , it has also supported with effective distribution strategies by placing modules in some airports and involving the service centers of the different telephone companies and other points of sale. samsung-galaxy-communica 3. Stop other efforts It doesn't matter if only one of your products is responsible for the problem, the reputation crisis affects the entire brand; Until you resolve it, it is best to stop key activities such as launching new products and releasing your latest campaign. Otherwise, you're probably just reminding consumers of your mistakes and spreading the crisis, so focus your efforts on managing it first. 4. Walk carefully handle-crisis-samsung Granted, the above measure may be extreme and is applicable only in a critical situation. In any case, you won't be able to stop your activities completely, there will be events that you can't postpone, releases that can't wait and features that must continue, so it's best to move forward carefully.
The crisis won't go away in the meantime, so make sure you don't ignore it in any of these events. Any spokesperson for your brand must be prepared to answer pertinent questions and this includes the sales force and each person who has direct contact with your interest groups. Don't leave anyone out of the conversation. 5. Don't forget the importance of a face It will be better if your company already has a face that is empathetic with your consumers and inspires confidence in them, otherwise, in addition to training your spokespersons and collaborators, you will have to select a spokesperson who will give a human character to your brand during the crisis. tim-baxter-samsung On this occasion, Samsung, like many of the companies that have faced a crisis situation, seems like a faceless company. At first Tim Baxter, president of operations, lent his voice to apologize and point out that the replacement equipment was fault-free. Unfortunately this communication was interrupted after the first approach. 6. Be the first A company facing a crisis situation should not allow the media or social networks to take control of its narrative. You need to have the appropriate communication channels to be the first to identify your stakeholders' problems and respond to them. When a failure comes to light, silence is not the best tool; Companies need to take the initiative and communicate with consumers in order to avoid a potential scandal. Samsung took too long to make statements, by the time it did so the media had already put the brand in dozens of headlines.