Since the advent of social media platforms, boundaries between CEOs and the general public have become almost nonexistent. Customers now have direct access to the people managing companies, and they expect them to be openly accountable. This provides companies with the unique opportunity to address a crisis situation by telling their story directly to the consumer. By acting swiftly with honesty, transparency and humanity, they can mitigate the damage and maintain their customers’ trust.
This quote from an InlandSoCal blog post is a perfect description of the incredible potential that social media holds for marketing, public relations, and crisis management. While some companies are still wary of putting their high-ranking employees in direct contact with the public, there are very few who have done so that regret it. In most cases the increased level of interaction and communication actually serves to reinforce brand loyalty while at the same time attracting new customers and good publicity.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/