Crisis communications and reputation management for sophisticated corporations. We help clients navigate through their most critical moments with strategies and insights to grow and defend their reputation with the audiences that matter most.

You are

A market leader considering what’s next during a critical moment - your choices can spur growth or paralyze your business.

We are

The crisis communications and reputation management firm for sophisticated corporations that believes the goals of great companies can match the expectations of communities, customers and critics.

  • A Fortune 500 consumer financial institution was concerned about their ability to respond to a data breach.

    In this critical moment we used advanced technology delivering crisis simulations.

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  • Cargill Beef wants to lead a conversation on issues affecting the food industry, specifically related to animal health and well-being, sustainability, and food safety.

    In this critical moment we researched, crafted and delivered insights that grow reputational awareness.

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  • A major beer company is losing market share to wine and other spirits.

    In this critical moment we are finding Unobvious Influencers to change the conversation.

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  • A printing error on the SAT college acceptance test created a critical moment.

    In this critical moment we created the messaging, strategy and outreach plan that quickly returned business to normal

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Your3C's

Communities, Customers and Critics

For companies in today's challenging connected digital world - the expectations of "what you do next" are shaped by three groups: Communities, Customers and Critics.

Each of these three groups have expectations. We believe that understanding their expectations, being aware of their needs, and engaging them will create a clear common sense roadmap for what to do next.

Communities

You may call them stakeholders.

Your communities are connected on-line, in line and all the time - employees, regulators, investors, partners, members or your neighbors. They all have opinions and share them.

We understand where and how they are connected and have created tools to listen to their wants and expectations.

We are always looking for what’s next for them them, and what that means for you.

Customers

Are they always right?

They are a unique community, they pay for the value and experience that your products or services deliver.

You service their wants and needs. You satisfy, delight, engage, and value your customers.

We engage your customers to understand the WHY of your business and meet their ever-growing expectations.

Critics

60 Minutes is calling.

Bloggers, activists, talk radio, drive-by media, and NGOs - all shape opinions and expectations.

You spend a lot of time reacting, rebutting and reaching out.

We help you keep focus on critics that can change the game.

Strategic Consulting Services

To exceed the expectations of our clients we deploy three unique insight applications.

Together we can meet the Nexpectations of your three C’s

When any of the 3 Cs, communities, customers or critics, are left with unmet expectations, frustration can escalate beyond a simple dissatisfaction to a major dilemma for your business.

Don't let that happen.

The concept of Nexpectations is the combined result of unmet expectations and strategies for what should come next to mitigate - if not reverse - negative impressions. Whether the problem is born of strategy weaknesses or an unanticipated crisis, we partner with you to determine what comes next, forming new and effective strategies for clarifying and redefining the situation and meeting the expectations of those that matter to you most.

Industry Expertise

Food

“Let food be thy medicine and medicine be thy food.”— Hippocrates

Every human being on earth needs food. We need it for energy, to rebuild cells, heal, and prevent sickness. Safe and nutritious food is a minimum expectation of a hungry public. Within this industry, food safety, animal welfare and environmental concerns are but a few top issues for an increasingly aware public. Consumer expectations are as diverse as the companies in this sector. We have worked with some of the largest global leaders to address some of the greatest issues facing them today.

Healthcare

“America's health care system is neither healthy, caring, nor a system.”— Walter Cronkite

When needed, there is nothing more important than healthcare. Expectations for perfection are rarely higher than when dealing with issues related to health. Whether a service, pharmaceutical, medical device provider, or payor, the public expectations for what you do next shapes how you interpret and run every aspect of your business. Your 3 Cs are smarter, demand more and are louder than ever before. Our team specializes in working with providers and other industry leaders to grow their businesses and meet the public's expectations.

Education

“Education is the most powerful weapon which you can use to change the world.”— Nelson Mandela

Education is among the most discussed topics at kitchen tables, Capitol buildings, boardrooms and by investors. Everyone has an opinion about education. Expectations around fairness, choice, cost, access, accountability and technology are all on the mind of the public. Companies and institutions seeking to understand what to do next are often trapped in a vice of unmet expectations. We have worked with some of the world's leading providers of education to navigate and grow in this dynamic marketplace of ideas, reform and technology.

Latest from KITH Insights

Check out CEO Bill Coletti's new book, Critical Moments