Коли мовчати, а коли діяти. Кризові комунікації для середнього бізнесу | CEO Club

In this episode of the CEO Club podcast, we talk about crisis communication in business. Olena Plakhova, an expert in the field of strategic communications, crisis management and reputation management, shares practical recommendations and real cases of anti-crisis actions for medium and small businesses: how to recognize a crisis, react without emotions, nip it in the bud and build systemic risk prevention. The conversation about the role of a communicator and algorithms for overcoming a crisis is moderated by Yulia Kiryanova, a CEO with many years of experience in corporate management and strategic transformations in leading business groups. The video also reveals the following questions: — why systematic preventive work is cheaper than eliminating the consequences of a crisis; — how to prevent reputational losses in a crisis; — the algorithm for responding to customer complaints; — humanity and sincerity in crisis communications; — how to correctly analyze the source of criticism and not “swing the pendulum”; — how digital space monitoring works; — typical mistakes of owners: emotional reactions, public posts, arrogance; — how reputation is built through trust. Timecodes: 00:00 Introduction of participants and topics of conversation 02:18 What is a crisis situation? 03:49 Risk planning 04:25 Eliminating a crisis in its infancy is always cheaper 05:45 Nova Poshta communication case: humanity in action 07:23 Owners' emotionality as a mistake in crisis communication 09:09 Digital tools for tracking resonant situations 10:24 Monitoring and recognizing bots 13:56 How to find the trigger of a dissatisfied customer? 16:09 Preparing personnel for possible crises: the role of scripts 19:57 Avoiding resonance: if the source of the crisis is an opinion leader 21:51 A brand apology model in social networks 23:15 Humanity and maturity in communications 25:48 When a business needs a communicator 30:33 Emotionality of decisions in choosing products 33:23 Customer service in B2B and B2C businesses 35:37 Investments in communication and business reputation 38:19 Owner's trust in the communicator in the company 40:10 Why you need to hire professional communicators 42:42 Targeted business reputation 44:46 "Reputation is a person's opinion about the brand" 45:27 Conclusions: you need to act to anticipate the crisis #management #brand CEO Club — a club of business leaders Since 2011 we unite entrepreneurs and CEOs for development, mutual support and co-creation. More about the club https://ceoclub.com.ua Facebook   / ceoclubukraine   Instagram   / ceoclubukraine   Telegram https://t.me/CEOnotes Apple Podcasts https://apple.co/3rCgcJG