Reputation and Crisis Management
Negative customer feedback is a fact of life for many brands, but the speed at which bad news can now spread online, and the lifespan of negative coverage, is unprecedented.
At Jaywing PR, it’s our job to monitor and build your brand reputation, controlling issues that could impact on business growth and performance, and turning your customers into true advocates.
Whether you’re facing a recurring problem with your brand reputation and need ongoing support, or experiencing an unexpected crisis, we are here to own and manage your reputation, steering any threat through the media and social landscape to protect your brand at a time when consumer trust is imperative.
Every piece of activity that we carry out is planned and interrogated to ensure that it improves your brand sentiment and drives positive conversations. And while we can’t control all the factors that could threaten your reputation in the future, we can plan for it and limit its impact on the bottom line.
Our suite of brand monitoring tools, including our own bespoke in-house software, shows us what is being said about your brand at any time, across news sites, blogs, social channels and forums. We can pinpoint where the conversation is taking place, craft the messaging to address the issue, and importantly, tell you when no answer, is the correct answer.
A strong crisis communications team is your insurance policy; no brand wants to use it but at some point in time an issue may well arise that means you have to.
We help brands to identify potential crisis situations and create a flexible plan that can come into play should they need it, ensuring that the rest of the business can run with minimal disruption and the urgent doesn’t crowd out the important.
One of the first things we do in a crisis is gather insight. Our brand monitoring tools can rapidly analyse conversations and coverage, and inform our next steps. We can advise when to react and when to carry on with business as usual by understanding how the conversations about your brand are changing and impacting your customers. Our proprietary, industry leading technology product - Whisper - is one of those tools. Traditionally the founding tenet of crisis communications has always been, always respond. Always make sure that you acknowledge the crisis. Never have no comment. However the world is a very different place now and the way that people communicate online means that, sometimes, no answer is the right answer.
Whisper can track and analyse conversations online, their origination, and monitor and predict how they will spread. Whisper can understand when the crisis is impacting on your current or future customers or stakeholders, and when it’s not, and identify the instances in which responding to a crisis will only make things worse. It’s is an invaluable tool to have at your disposal should the worst happen.
If there’s no time to plan, or to head off a situation, we’ll still be there. We’ve handled everything from large scale data breaches through to unhappy customers who regularly contact the national press, with a press team on call whenever you need them. Our role is to fact find, guide, and respond with messaging that is clear and in control to manage your brand through any crisis.
Get in touch to see how we can help you.
0800 051 9575 | [email protected]
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