In February, Kentucky Fried Chicken started working with a new “delivery partner”. Now, usually, most people wouldn’t care about this, but then hundreds of KFC branches closed down temporarily because…
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There’s a big difference between funny and patronising – this is especially true for brands on social media. Of course, much of our humour is down to personal taste. What…
I don’t know about you, but I didn’t need research to tell me that we’re all a bit angrier than we used to be. But, research we have. BMB recently…
Social media has revolutionised the way we communicate, but it’s also caused some problems. Issues that shouldn’t touch a brand can become reputational crises within hours. Fringe groups use social…
The subtitle to this post should be: “in a way that doesn’t blow up in your face”. No reasonable person expects brands to be perfect. Mistakes happen, it’s the response…
It’s not hard to understand why your team needs to train to deal with a crisis breaking on social media – one look at the news shows the power that…
On a business level, when it comes to reputation with clients, governments, media and the industry that they are in, CEOs (and their actions) carry a lot of weight. But…
A regular star of the crisis simulations I write for Polpeo is someone I call AnarchySteve. For years, he’s been one of my go-to guys for causing simulation participants headaches….
Issues that used to be dealt with between the customer and the organisation are now easily shared with the wider world. As a result, organisations need to be willing to…
It was another month full of brands dealing with (or, in some cases, avoiding dealing with) reputational crises. Here are three that caught our attention. When apologies come far too…