It takes decades to build a reputation, and only nanoseconds
to destroy it.
The worst time to figure out how to respond to a crisis is after it’s occurred. And, in today’s hyperconnected world, technology and social media have shortened the reaction time once an issue arises. We specialize in not only helping clients manage a breaking crisis, but also in preparing detailed response plans that include every conceivable scenario they may face.
Peppercomm has guided countless clients through a wide variety of crises. We’ve worked with a large manufacturing company to address backlash on its social-media channels following a product recall, a wholesale manufacturer accused of selling weapons to terrorists, and a technology company whose founder was arrested for embezzlement one week after the firm’s IPO. In each case, we helped these clients navigate through the uncertainty, manage their reputation, and survive intact. In fact, the Fireman’s Fund was so impressed with Peppercomm’s crisis communications work that they built in a clause that extended our services to all policyholders in times of need.
Peppercomm’s crisis-management program, CrisisRx, ensures that your company will have the right process in place to communicate the right messages to the right audiences through the right channels. Unlike other programs with similar objectives, CrisisRx allows Peppercomm to develop a tailored crisis-management program that fits your company’s exact needs, forcing your senior line of managers to work together in a simulated crisis and understand one another’s role before an actual event occurs. We use CARES, our proprietary diagnostic tool, to create a realistic and logical process to follow before and after a crisis begins. CARES also provides a true measuring stick to better understand how the crisis-management process (and actions) can be continually improved after a crisis takes place, allowing for quick modification and changes to be made. And our focus on approaching communications from the audiences’ perspectives ensures our clients consider their crisis messaging – not just in terms of what they want to say, but also how those messages might sound to each of the various audiences that are listening.