5 Examples of Crisis Management

Published: 30 November 2015

Personal data are widely shared, a mistake that could be fatal for lesser players in a retail field where trust and security are so important.

The bad news about reputational crises is they can strike at any time. The good news is you can prepare, and emerge with your reputation intact. More important is the link between corporate behaviour and prevailing public attitudes.

Cases of crisis management tend to fit into two categories: the relatively manageable operations-led crisis and the far more complex values-led crisis. In both cases, your best response is not to get yourself embroiled in the first place but, if you do, here are some road-tested crisis management techniques.

If you’re a major retailer whose clothing sales have slipped in almost every quarter over the last four years you’ll have enough to worry about. But when an error this October led to Marks & Spencer sharing customers’ private data with the world at large, the high-street brand was also saddled with a serious reputational crisis.

Personal data, including dates of birth, names, contacts and previous orders were widely shared – a mistake that could be fatal for lesser players in a retail field where trust and security are so important.

The bad news about reputational crises is they can strike at any time. The good news is you can prepare, and emerge with your reputation intact. More important is the link between corporate behaviour and prevailing public attitudes.

Keep scanning the horizon, keep your finger on the pulse of public opinion, and don’t be dragged kicking and screaming into the realm of public acceptability.

To read the full article, visit CMI here.

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