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The Crisis Prevention Blog

Articles, resources and case studies to help FMCG Managers

Prevent a reputation crisis

Should you always respond to consumer complaints on social media?

 
 
Consumers are talking about your brands and products on social media. It might be on your sites, it may be on others. You can choose to be part of the conversation or not.
 
Hi. I’m Steve Hather from CrisisClarity where we know that it is conflict and confusion that creates a...
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The 4 Stages of Social Media Crisis Communications

 

Social media has changed the way companies should think about crisis management and crisis communications, but even large companies seem to make the same mistakes over and over again.

Unfortunately we keep seeing good companies with good products get into a crisis they don’t need to have...

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Social Media is the ONLY medium you control in a crisis!

 

 

Yes, you heard that right. Social media is the only communication you control in a potential crisis!
 
Most companies understand the importance of a social media in marketing and promotions yet steer well clear of social media when major incidents or potential crises occur. 
...
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The positive impact of responding to consumer complaints

 

 

For food and consumer goods companies, responding to negative comments, complaints and potential incidents over social media prevents them escalating into a crisis – but it also makes good business sense. It can actually make you money by increasing customer retention and advocacy.

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Does social media cause a crisis?

 
 
In the recent “needles in strawberries" crisis in Australia, it was said that social media created the crisis.
 
Frankly that could not have been further from the truth. 
 
It was conflict and confusion that created the crisis - social media just spread that conflict...
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The 5 Mistakes that lead to a Reputation Crisis

 
 
 
If you are a senior manager in the food or consumer goods industry, you know that an incident - a product safety problem, a negative comment or complaint over social media, a major disruption to your business caused by a supplier, an accident or severe weather, whatever it is, can...
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