Businesses everywhere are experiencing a new operational reality like never before. Jennifer Dzwonar recently joined Steve Walker’s podcast “The CX Leader” to discuss how CX professionals can be prepared to effectively manage crisis situations and help communicate with their customers.
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We do crisis. It’s what some of us do, week-in and week-out. Not the true first-responder type of crisis, but the who-do-you-call-when-things-are-looking-bad type of work. For some of us in public relations, we gravitate toward the type of counsel and work that’s needed when problems are happening, or imminent or just slightly visible in the distance. But the past two weeks have had a different flavor altogether.
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3 minute read
Organizations are run by people. So, when organizations find themselves in the midst of a sticky situation, they often react as individuals do—emotionally and with more attention on the negative than the positive. But negative feedback, even a lot of negative feedback, can create a distorted perception around a crisis and create the false impression that the overwhelming sentiment is negative.