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
- 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
- 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:
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The longer an organization takes to effectively respond to a negative event, the more #trust and credibility with their stakeholders they lose. @melissa_agnes Click To Tweet
Successful #crisis management requires simultaneous effective action and effective #communication. @melissa_agnes Click To Tweet
There is no such thing as a social media #crisis. @melissa_agnes Click To Tweet
- Crisis Ready: Building an Invincible Brand in an Uncertain World by Melissa Agnes
- Melissa’s Blog
- The Invincible Brand Podcast
- The Brand Invincibility Webinar Series
- Free Crisis Ready Resources
- Connect with Melissa on Facebook
- Connect with Melissa on LinkedIn
- Follow Melissa on Twitter
- Follow Melissa on Instagram
- Melissa’s YouTube channel
- United Breaks Guitars by Dave Carroll