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Responding to a consumer crisis and maintaining your reputation: Practical considerations

Author(s): Deborah Glendinning, Judith Stein-Korte, Boyd Erman

November 2017

Consumer crises increasingly represent profound threats to organizations in all sectors, which is why thorough planning and prevention are essential to mitigating risk. But not every consumer crisis can be avoided. With a speedy and effective response based on a well-considered plan, an organization can avoid public relations and legal quagmires, and navigate its way to a contained and orderly outcome. Here are some quick tips to help you create an effective crisis response protocol.

Crisis reputation management: Practical considerations