How to Dodge a Customer Service Crisis on Social Media

By Jonathan & Erik Bernstein on July 18, 2014

[Editor’s note: The following is a guest post from Justin Belmont, founder of Prose Media. With so many customers flocking to social media to have their problems resolved, it’s absolutely critical that you’re prepared to meet them there.] Are you missing out on opportunities to stop crises before they start on social media? Maybe you’ve […]

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Bridgegate Part Deux

By Jonathan & Erik Bernstein on July 16, 2014

Chris Christie caught in another bridge-related tangle Fool me once, shame on you; fool me twice, shame on me. That’s precisely the attitude held by many after revelations that New Jersey Governor Chris Christie was (allegedly) part of not only the now-infamous “Bridgegate” closures, but also some less-than-honest dealings regarding the Pulaski Skyway, a bridge […]

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Social Media Customer Service as Crisis Management Tool

By Jonathan & Erik Bernstein on July 12, 2014

If you’re not using social media for customer service, you’re asking for crises Without a doubt, upset customers are one of the leading, and most preventable, causes of crisis. While social media should be enabling organizations large and small to communicate on a personal level with the people who hand them their hard-earned money, too […]

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Bad Endorsements a Quick Road to Crisis Management

By Jonathan & Erik Bernstein on July 10, 2014

Dr. Oz finds reputation risk at the end of yellow brick road paved by bogus claims “Dr.Oz”, the celebrity doctor frequently seen on TV shouting about how this or that is a “miracle” treatment for what ails you, is learning the hard way that endorsing bad products is likely to land you in the hot […]

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Red Cross Puts Humor to Work for Reputation Management

By Jonathan & Erik Bernstein on July 3, 2014

Not taking yourself too seriously is a boon to reputation The Onion is well known for being utterly satirical, yet many organizations who find themselves the focus of a joke are unable to see it as anything but a threat. Earlier this month the American Red Cross was the target of an Onion article titled, […]

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Crisis Management Quotables…on Meeting Expectations

By erik on June 28, 2014

Words of wisdom on keeping everyone happy One of our fondest sayings here at Bernstein Crisis Management is, “reputation is your most valuable asset”. Of course, it’s also your most vulnerable asset, constantly at risk of damage from countless angles. What exactly decides your reputation? Well, besides the obvious, like how you treat your stakeholders […]

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Bots, Social Media, and What it Means to Crisis Management

By Jonathan & Erik Bernstein on June 27, 2014

Could bots sway popular opinion via social media? Chatbots meant to scam users into visiting phishing sites or those featuring paid services have been employed in online chat rooms and instant messaging services for many years, and now we’re seeing their advanced offspring pop up across social media platforms. After all, social media presents massive […]

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Overseas Ad Leaves Ogilvy USA Needing Crisis Management

By Jonathan & Erik Bernstein on June 21, 2014

Another “what were they thinking?” moment from a high-profile ad agency It’s not uncommon for advertisements to offend, but once in a while one goes so far that you have to wonder how it was ever approved. This week, ad industry leader Ogilvy & Mather came under major scrutiny from the public after its Indian […]

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Is Bad-Mouthing Competitors Smart Issue Management?

By Jonathan & Erik Bernstein on June 19, 2014

[Editor’s note: We’re happy to share another guest article from Tony Jaques’ “Managing Outcomes” newsletter. Not only is the strategy discussed a knee-jerk reaction in many boardrooms, but it’s also one of the quickest ways to make your own crisis situation worse.] Bashing others doesn’t help your case It’s not often that outsiders get to […]

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Rap Genius – When Your Co-Founder Creates a Crisis

By Jonathan & Erik Bernstein on June 9, 2014

Crisis plans should include the possibility of even the highest-ranking employees causing reputation damage Unfortunately, after every tragedy there are some who are going to make wildly inappropriate comments or even joke, and if one of those people is your organization’s co-founder, you have a major reputation management issue on your hands. That’s precisely the […]

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