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123 Crisis Ready!

Oct 9, 2018

Summary

We all make mistakes. The question is, how do we handle them? We’ll look at that in our Thought of the Day. And in our interview segment, we’ll take a fascinating look--on a much larger scale--at crisis management and preparedness. While this is indeed important for large companies, it’s JUST as important for ALL of us to know and understand, as well. That and more on today’s show.

Bob's Thought of the Day

We’ll explore:

  • Why it’s important to learn from past mistakes (both our own and those of others).
  • The difference between mistakes we learn from, and those we don’t.
  • Several steps to make things right after you make a mistake.

Interview with Melissa Agnes

You’ll discover:

  • Why we all need to be crisis-ready.
  • The three pieces of information your team must understand in order to be crisis-ready.
  • The importance of understanding how a CRP (Crisis Response Penalty) works, and examples from United Airlines.
  • The vital difference between a crisis and an “issue.”
  • Why the year 2009 changed the landscape of crisis management.
  • Why no single customer is statistically insignificant.
  • A key crisis-ready rule: People above process and bottom line, always.
  • Why successful crisis management requires simultaneous effective action and effective communication.
  • Why there is no such thing as a social media crisis.

The Crisis-Ready Model:

  • Audit
  • Understand
  • Identify
  • Design
  • Implement

Click to Tweet

  • The longer an organization takes to effectively respond to a negative event, the more #trust and credibility with their stakeholders they lose. @melissa_agnes
  • Successful #crisis management requires simultaneous effective action and effective #communication. @melissa_agnes
  • There is no such thing as a social media #crisis. @melissa_agnes

Interview Links

Resources