Crisis management
What is crisis management?
Crisis management is the planning and response when something threatens a brand’s reputation or trust: a security incident, a product failure, a viral complaint or a public mistake. It covers spotting the problem early, deciding who speaks, communicating honestly and fixing the cause.
Social listening is often how a crisis is first noticed.
Why crisis management matters
How a company responds in the first hours shapes the story. A quick, honest, human response usually limits the damage; silence or spin makes it worse.
Related marketing terms
Reputation management is monitoring and improving how a brand or person is seen online, through reviews, replies and search results.
Social listening is tracking public conversations about your brand, competitors and market, then learning from and acting on what people say.
Brand sentiment is the overall feeling people express about a brand online, the balance of positive, negative and neutral talk.