SERVICES
Crisis Management
When an event takes an unexpected turn for a business, that is when the need for Crisis Management arises. At SocioClout, we understand such scenarios and develop strategies to tackle them to limit their consequences on the business. We take a proactive and personalized approach for every business, so they protect themselves from the loss of business and reputation.
Proactive Crisis Planning
First of all, there needs to be a risk assessment done to determine the main concerns and issues faced by the business. This opens up an overall analysis to study the vulnerabilities from different angles and their impact on different areas of business such as operations, and communications. A thorough review is also done of similar scenarios that happened in the past with other establishments. Ongoing trends in the digital landscape are researched along with the long-term risks associated with the business services, as a result of the crisis.
This is a comprehensive response plan that adheres to clear protocols to respond to the crisis. It enlists the stakeholders in the picture, the digital channels to be used and the plan outline that has to be followed. It has templates for digital and social media communications, to depict consistency in messaging while responding to crisis!
To stay prepared for any such crisis, regular training sessions are held – both with the brand’s team and our internal team. This is to prepare everyone for their role in crisis situations and to act swiftly without any delay in action. Under controlled conditions, simulations help prepare the teams to refine and improve their capabilities.
Responsive Crisis Management
To detect potential crises promptly, we constantly monitor digital media, customer engagements and messages. Consumer sentiments, mentions and similar advancements are studied closely to ensure it doesn’t go out of hand at any given time. Detecting issues early and preparing requisite responses is required to save brands from big escalations.
On the identification of a crisis-like situation, SocioClout’s team steps in for crisis management with immediate effect. The circumstance is analyzed deeply by gathering facts and putting into force the well-in-place crisis response plan. The quick response activation helps control the crisis, saving from the spread of misinformation.
The way we communicate matters a lot during crisis-like situations. Our team communicates in a way that is clear, and concise, along the lines of the brand belief and value system. It is done through public statements, online posts and communications with the stakeholders through digital mediums. The idea of staying transparent and honest is integral to developing the trust of the customers.
Influencers associated with the brand’s network can help put forward their side of the story and put forward positive communication amidst criticism online. The influencer connect helps shape public opinions and reinstate belief in the brand.
Post-Crisis Analysis and Recovery
Once the beginning facets of the crisis are addressed, we do a deep dive into its impact on the brand’s image. The analysis allows in contemplating the effectiveness of the crisis-management efforts, and the future scope of improvement.
After assessing the impact, we work on a recovery strategy to uplift the brand image and rebuild trust in the eyes of the audience. The strategy involves the creation of targeted campaigns, and customer engagement programs while continuing to maintain transparency regarding the steps to prevent such issues or crises.
We take valuable insights from our experiences to better future crisis management endeavours. The response process is reviewed, with lessons documented, to elevate the crisis management responsibly.
Our approach to crisis management is a combination of proactive planning with subsequent action, to help brands manage crises, recover and grow with leaps and bounds. We intend to protect the brand’s integrity, help loyal customers gain back trustability, and assist brands in restructuring their long-term strategy confidently.