Crisis Response

Insights into crisis leadership, reputation and readiness

Crisis Response

Very Scary Marketing Decisions

Very Scary Marketing Decisions

Have you ever seen a social media post or TV commercial from a well-known brand and said, “What the hell were they thinking?” Especially if it bordered on or crossed into being perceived as racist or prejudiced?  That’s exactly what Bath and Body Works faced when they launched their new line of...

read more
Don’t Lie

Don’t Lie

We are all professionals. As professionals there is one cardinal rule of talking to the media (or if you ask my grandma, anyone): never lie. Don’t outright lie. Don’t tell a half truth. Don’t try to be cute. Don’t parse the truth.  Don’t lie.  All that does is make your audience mad and make them...

read more
Putting a Positive Spin on a Bad Break

Putting a Positive Spin on a Bad Break

It was an SNL skit that wrote itself. Australian breakdancer Raygun was thoroughly lampooned for her amateur performance at the 2024 Summer Games, called a disgrace to her country, and criticized for “making a mockery” of the sport. She went viral in all the ways a person or company doesn’t want...

read more
The Perils of a Shallow Apology

The Perils of a Shallow Apology

It can be incredibly difficult as a business to publicly admit that you made a misstep.  Savvy executives and communicators know the importance of making a timely mea culpa statement that demonstrates ownership and empathy, and clearly outlines steps being taken to support impacted consumers and...

read more
Who Matters the Most in a Crisis?

Who Matters the Most in a Crisis?

Stakeholders has become a term we hear bandied about all of the time. And it's an important one. Whether internal or external, the people who buy from you, work for you, or champion your brand matter. But, it is critical to ask, “ Who matters most to you and your organization?”  When thinking...

read more
Owning a Mistake that’s Not Yours

Owning a Mistake that’s Not Yours

Do you remember Chi-Chi’s? If you do, you are probably wondering what happened to them. If you don’t, then take this as a cautionary tale. Chi-Chi’s was a Mexican casual restaurant chain that was all the rage in the 80s and 90s. With more than 200 locations in five countries as well as a...

read more
How to Dig Out of a Mess of Your Own Creation

How to Dig Out of a Mess of Your Own Creation

The headlines were unsettling, not shocking at first. But when UnitedHealth, the healthcare behemoth responsible for processing 50 percent of all US patient medical claims annually, revealed it was the victim of a ransomware attack described as “the most serious incident leveled against a US...

read more
When a Publicity Stunt Backfires

When a Publicity Stunt Backfires

There are times (April Fool’s Day, I’m looking at you) when a company decides to pull a publicity stunt to see how big a splash they can make. They engage in intentional misrepresentation – of their business’ product, service, or brand – pushed out as a cheeky, hardy-har-har prank. Sometimes the...

read more
The Three Behaviors that Feed a Crisis: Ostrich Effect

The Three Behaviors that Feed a Crisis: Ostrich Effect

Do you think you know what causes a reputational crisis? At least have a good guess? I’m here to tell you that it’s likely not what you think. It's a lack of preparation.   There is that pithy statement that you see on notepads, signs on desks, and as gifs – lack of preparation on your part does...

read more

Are you ready for a crisis?

Is your organization prepared to respond to a crisis and protect its hard-earned reputation? Take our quiz and find out!