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Nagging doubts over crisis management

Completely agree. It seems the first step to PR Crisis Management is to take a full page ad in several daily newspapers with a letter apologising the error. It's such a superficial way of handling the issue as the ones that have been affected aren't addressed and it's purely there to show the world that they're 'learning from their mistakes.' For example, Tesco is widely known in the industry (and off it) for having a sophisticated CRM system, why not have a look and who's purchased the affected products and offer something to them. These are the customers that deserve an apology and it'll be a far more genuine way of handling a crisis instead.

Wed, 20 Feb 2013

11:42 am