{"id":135003,"date":"2026-04-02T16:57:14","date_gmt":"2026-04-02T14:57:14","guid":{"rendered":"https:\/\/brand24.com\/blog\/?p=135003"},"modified":"2026-04-02T16:57:15","modified_gmt":"2026-04-02T14:57:15","slug":"brand-reputation-crisis-management","status":"publish","type":"post","link":"https:\/\/brand24.com\/blog\/brand-reputation-crisis-management\/","title":{"rendered":"Brand Reputation Crisis Management: Guide for 2026"},"content":{"rendered":"\n<p>A brand reputation crisis is the biggest danger for your brand. By tracking brand mentions and sentiment shifts in real time, you can catch a problem before it becomes a headline and often stop it from becoming a crisis at all.<\/p>\n\n\n\n<p>This guide walks you through how to detect a brand reputation crisis early, how to prepare before one hits, and exactly what to do when you&#8217;re in the middle of one.<\/p>\n\n\n<style>.acf-key-takeaways__heading{padding:22px 30px 20px;margin:0;font-weight:600;display:inline-flex;align-items:center;gap:1.1875rem;border:1px solid #c3e1d2;border-bottom:none;border-top-left-radius:1.25rem;border-top-right-radius:1.25rem}@media(min-width: 768px){.acf-key-takeaways__heading{padding:22px 40px 20px;gap:1.4375rem}}.acf-key-takeaways__icon{width:1.625rem;height:1.625rem;background-color:#9cbfaf;border-radius:50%;display:flex;align-items:center;justify-content:center}.acf-key-takeaways__list{border:1px solid #c3e1d2;border-top-right-radius:1.25rem;border-bottom-right-radius:1.25rem;border-bottom-left-radius:1.25rem;margin:0;padding:0;list-style:none;overflow:hidden}.acf-key-takeaways__item{padding:28px 34px 28px 61px;background-color:#e8f4ee;margin:0;border-bottom:1px solid #c3e1d2;position:relative}@media(min-width: 768px){.acf-key-takeaways__item{padding:28px 54px 28px 81px}}.acf-key-takeaways__item::before{content:\"\";position:absolute;top:35px;left:28px;width:.75rem;height:.75rem;background-color:#9cbfaf;border-radius:50%}@media(min-width: 768px){.acf-key-takeaways__item::before{top:39px;left:40px}}.acf-key-takeaways__item:nth-child(even){background-color:#dfefe7}.acf-key-takeaways__item:last-child{border-bottom:none}.acf-key-takeaways__title{font-weight:600;margin-bottom:.625rem}.acf-key-takeaways__text{font-family:\"Inter\",sans-serif;font-size:16px;line-height:26px;margin:0}@media(min-width: 768px){.acf-key-takeaways__text{font-size:18px;line-height:30px}}.single-post-content__content h3.acf-key-takeaways__heading{font-family:\"Inter\",sans-serif;font-size:16px;line-height:26px}@media(min-width: 768px){.single-post-content__content h3.acf-key-takeaways__heading{font-size:18px;line-height:30px}}.single-post-content__content h4.acf-key-takeaways__title{font-family:\"Inter\",sans-serif;font-size:16px;line-height:26px}@media(min-width: 768px){.single-post-content__content h4.acf-key-takeaways__title{font-size:18px;line-height:30px}}.single-post-content__content p.acf-key-takeaways__text{line-height:1.875rem}@media(max-width: 768px){.single-post-content__content p.acf-key-takeaways__text{font-size:1rem !important}}<\/style><div class=\"acf-key-takeaways\">\n    <h3 class=\"acf-key-takeaways__heading\">\n        <span class=\"acf-key-takeaways__icon\">\n            <svg width=\"10\" height=\"12\" viewBox=\"0 0 10 12\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                <path d=\"M8.41177 0C8.8341 0 9.17647 0.34237 9.17647 0.764706V11.0882C9.17647 11.3821 9.00815 11.6501\n                8.74334 11.7775C8.47839 11.9049 8.16337 11.8693 7.93382 11.6857L4.58824 9.00919L1.24265 11.6857C1.01311\n                11.8693 0.698079 11.9049 0.433134 11.7775C0.168324 11.6501 0 11.3821 0 11.0882V0.764706C0 0.561893\n                0.0806248 0.367445 0.224035 0.224035C0.367445 0.0806248 0.561893 0 0.764706 0H8.41177ZM1.52941\n                9.49609L4.11029 7.43199C4.38958 7.20856 4.78689 7.20856 5.06618 7.43199L7.64706\n                9.49609V1.52941H1.52941V9.49609Z\" fill=\"black\"\/>\n            <\/svg>\n        <\/span>\n        Key takeaways    <\/h3>\n    <ul class=\"acf-key-takeaways__list\">\n                    <li class=\"acf-key-takeaways__item\">\n                <h4 class=\"acf-key-takeaways__title\">Social listening is your crisis early-warning system<\/h4>\n                <p class=\"acf-key-takeaways__text\">Tools can track brand mentions, sentiment shifts, and viral conversations in real time, giving you insights to act before a complaint escalates into a full-blown crisis.<\/p>\n            <\/li>\n                    <li class=\"acf-key-takeaways__item\">\n                <h4 class=\"acf-key-takeaways__title\">Most crises are preventable<\/h4>\n                <p class=\"acf-key-takeaways__text\">Consistent brand monitoring catches negative sentiment patterns at the source, before they gain the momentum needed to become a PR emergency. Detection is the most underrated step in crisis management.<\/p>\n            <\/li>\n                    <li class=\"acf-key-takeaways__item\">\n                <h4 class=\"acf-key-takeaways__title\">The first 72 hours determine the outcome<\/h4>\n                <p class=\"acf-key-takeaways__text\">How quickly and authentically you respond in the early stages of a crisis largely determines whether your brand recovers fast or sustains lasting reputational damage. Silence is never a safe option.<\/p>\n            <\/li>\n                    <li class=\"acf-key-takeaways__item\">\n                <h4 class=\"acf-key-takeaways__title\">Build your crisis communication plan before you need it<\/h4>\n                <p class=\"acf-key-takeaways__text\">A pre-prepared plan with designated spokespersons, approved messaging templates, and a multidisciplinary response team turns a chaotic situation into a managed process. Brands that improvise rarely come out ahead.<\/p>\n            <\/li>\n                    <li class=\"acf-key-takeaways__item\">\n                <h4 class=\"acf-key-takeaways__title\">Transparency outperforms spin, every time<\/h4>\n                <p class=\"acf-key-takeaways__text\">Brands that acknowledge mistakes, take responsibility, and communicate openly recover faster than those that deflect or go quiet. Audiences expect honesty, not perfection and they remember how you handled it.<\/p>\n            <\/li>\n                    <li class=\"acf-key-takeaways__item\">\n                <h4 class=\"acf-key-takeaways__title\">Communicate across multiple channels simultaneously<\/h4>\n                <p class=\"acf-key-takeaways__text\">Social media, press releases, email updates, and leadership statements each reach a different audience segment. Consistent messaging across all of them prevents the information vacuum that lets misinformation spread.<\/p>\n            <\/li>\n            <\/ul>\n<\/div>\n\n\n\n<p>Nowadays, every customer can interact with a given brand. People can write negative opinions, spread stories about your product, or leave a 1-star review without any explanation.<\/p>\n\n\n\n<p>The constant connection between brands and their followers gives more and more power to the latter.<\/p>\n\n\n\n<p>That&#8217;s why bad news about the reputation crisis spread so fast across the web.<\/p>\n\n\n\n<p>The good news is you can proactively prevent a crisis from occurring.<\/p>\n\n\n\n<p>And if a crisis hits you, you can limit the scope of the damage or even turn the tables around and promote your brand.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"detect\"><strong>How to detect a brand crisis quickly?<\/strong><\/h2>\n\n\n\n<p>When it comes to detecting brand crises,&nbsp;it is a helping hand.<\/p>\n\n\n\n<p>The data gathered by the <a href=\"https:\/\/brand24.com\/blog\/social-listening-tools\/\" target=\"_blank\" rel=\"noopener\" title=\"\">social listening tools<\/a> will be useful in many stages of managing the crisis.<\/p>\n\n\n<style>.acf-quote-square{padding:40px 30px;background-color:#e8f4ee;border-radius:20px;max-width:640px;margin-left:auto;margin-right:auto}@media(min-width: 768px){.acf-quote-square{padding:62px 91px}}.acf-quote-square__icon{margin-bottom:20px}@media(min-width: 768px){.acf-quote-square__icon{margin-bottom:36px}}.acf-quote-square__quote{font-family:\"Inter\",sans-serif;font-size:16px;line-height:26px;margin-bottom:20px}@media(min-width: 768px){.acf-quote-square__quote{font-size:18px;line-height:30px}}@media(min-width: 576px){.acf-quote-square__quote{margin-bottom:44px}}.acf-quote-square__quote:last-child{margin-bottom:0}@media(min-width: 576px){.acf-quote-square__row{display:flex;gap:25px;align-items:center}}.acf-quote-square__author-image{width:60px;height:60px;border-radius:50%;overflow:hidden;flex-shrink:0;margin-bottom:10px}@media(min-width: 768px){.acf-quote-square__author-image{width:80px;height:80px;margin-bottom:0}}.acf-quote-square__author-image img{width:100%;height:100%;object-fit:cover}.acf-quote-square__author-name{font-size:16px;line-height:140%;font-weight:700;margin-bottom:4px}@media(min-width: 768px){.acf-quote-square__author-name{font-size:18px;line-height:140%}}.acf-quote-square__author-linkedin{display:inline-block;position:relative;top:-4px;margin-left:8px}.acf-quote-square__author-position{font-size:16px;line-height:100%}@media(min-width: 768px){.acf-quote-square__author-position{font-size:18px}}.acf-quote-square--primary{background-color:#00ef88}.acf-quote-square--primary .acf-quote-square__quote,.acf-quote-square--primary .acf-quote-square__author-name,.acf-quote-square--primary .acf-quote-square__author-position{color:#000}.acf-quote-square--primary .acf-quote-square__icon svg path{fill:#000}.acf-quote-square--violet{background-color:#000}.acf-quote-square--violet .acf-quote-square__quote,.acf-quote-square--violet .acf-quote-square__author-name,.acf-quote-square--violet .acf-quote-square__author-position{color:#fff}.acf-quote-square--violet .acf-quote-square__icon svg path{fill:#bf00ff}<\/style><div class=\"acf-quote-square acf-quote-square--default\">\n            <div class=\"acf-quote-square__icon\">\n            <svg width=\"53\" height=\"46\" viewBox=\"0 0 53 46\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M52.9064 22.6459H41.2236C41.4114 25.3738 42.318 27.7372 43.9479 29.7374C45.5763 31.7361 48.5625 33.7452 52.9064 35.7631L47.5716 45.7405C40.6068 42.676 35.6846 39.145 32.8005 35.1461C29.9178 31.1471 28.4758 25.6912 28.4758 18.7783V0H52.9079V22.6459H52.9064ZM24.4321 22.6459H12.7492C12.9371 25.3738 13.8437 27.7372 15.4736 29.7374C17.102 31.7361 20.0882 33.7452 24.4321 35.7631L19.0972 45.7405C12.1325 42.676 7.21028 39.145 4.32617 35.1461C1.44206 31.1471 0 25.6912 0 18.7783V0H24.4321V22.6459Z\" fill=\"#00EF88\"\/>\n<\/svg>        <\/div>\n                <div class=\"acf-quote-square__quote\">&quot;We are looking for mentions of our brand to prevent crisis situations, to put out fires promptly, and to engage in important conversations regarding our business.&quot;<\/div>\n        <div class=\"acf-quote-square__row\">\n                    <div class=\"acf-quote-square__author-image\">\n                <img decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-80x80.jpg\" class=\"attachment-author-avatar size-author-avatar\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-80x80.jpg 80w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-250x250.jpg 250w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-12x12.jpg 12w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-60x60.jpg 60w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-64x64.jpg 64w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-159x159.jpg 159w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-48x48.jpg 48w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-42x42.jpg 42w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c-90x90.jpg 90w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/8f9cc2998c.jpg 270w\" sizes=\"auto, (max-width: 80px) 100vw, 80px\" \/>            <\/div>\n                <div class=\"acf-quote-square__author-content\">\n                            <div class=\"acf-quote-square__author-name\">\n                    Hanna Milczarek                                            <a class=\"acf-quote-square__author-linkedin\" href=\"https:\/\/www.linkedin.com\/in\/hanna-milczarek\/?originalSubdomain=cz\" target=\"_blank\"><svg width=\"20\" height=\"22\" viewBox=\"0 0 20 22\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2734_535)\">\n<mask id=\"mask0_2734_535\" style=\"mask-type:luminance\" maskUnits=\"userSpaceOnUse\" x=\"0\" y=\"0\" width=\"20\" height=\"22\">\n<path d=\"M20 0H0V21.1111H20V0Z\" fill=\"white\"\/>\n<\/mask>\n<g mask=\"url(#mask0_2734_535)\">\n<path d=\"M18.5195 0H1.47656C0.660156 0 0 0.680338 0 1.52149V19.5855C0 20.4267 0.660156 21.1111 1.47656 21.1111H18.5195C19.3359 21.1111 20 20.4267 20 19.5896V1.52149C20 0.680338 19.3359 0 18.5195 0ZM5.93359 17.9898H2.96484V7.91254H5.93359V17.9898ZM4.44922 6.53949C3.49609 6.53949 2.72656 5.72721 2.72656 4.72526C2.72656 3.7233 3.49609 2.91102 4.44922 2.91102C5.39844 2.91102 6.16797 3.7233 6.16797 4.72526C6.16797 5.7231 5.39844 6.53949 4.44922 6.53949ZM17.043 17.9898H14.0781V13.0913C14.0781 11.9245 14.0586 10.4195 12.5352 10.4195C10.9922 10.4195 10.7578 11.6936 10.7578 13.0089V17.9898H7.79688V7.91254H10.6406V9.28971H10.6797C11.0742 8.49805 12.043 7.66102 13.4844 7.66102C16.4883 7.66102 17.043 9.7474 17.043 12.4605V17.9898Z\" fill=\"#2058B7\"\/>\n<\/g>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2734_535\">\n<rect width=\"20\" height=\"21.1111\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg><\/a>\n                                    <\/div>\n                                        <div class=\"acf-quote-square__author-position\">CMO at Cryptiony<\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<p>Discover our <strong>client\u2019s success story<\/strong> \u2014 read the <a href=\"https:\/\/brand24.com\/case-study\/cryptiony\/\" target=\"_blank\" rel=\"noopener\" title=\"\">case study<\/a>.<\/p>\n\n\n\n<p>By monitoring social media platforms, review sites, and other online channels, you can gather valuable insights into how consumers perceive their brand.<\/p>\n\n\n\n<p>Here are some ways you can use <a href=\"https:\/\/brand24.com\/blog\/what-is-social-listening\/\" target=\"_blank\" rel=\"noopener\" title=\"\">social listening<\/a> to detect an upcoming crisis:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Monitoring negative brand mentions<\/li>\n\n\n\n<li>Analyzing brand sentiment<\/li>\n\n\n\n<li>Identifying trends<\/li>\n\n\n\n<li>Tracking the context of a discussion<\/li>\n\n\n\n<li>Setting up storm alerts<\/li>\n<\/ul>\n\n\n<style>.acf-simple-cta{border-radius:20px;background-color:#fff;max-width:640px;margin:auto;margin-bottom:30px;padding:30px 15px}@media(min-width: 768px){.acf-simple-cta{padding:48px 62px 46px 62px}}.acf-simple-cta__title{font-size:22px !important;font-weight:600;line-height:23px !important;color:#000;text-align:center;margin-top:10px}@media(min-width: 576px){.acf-simple-cta__title{max-width:280px;text-align:left;margin-top:0}}.acf-simple-cta__title span{color:#00ef88}.acf-simple-cta__row{text-align:center}@media(min-width: 768px){.acf-simple-cta__row{display:flex;align-items:center;justify-content:space-between;gap:10px;text-align:left}}.acf-simple-cta__content{margin-bottom:20px;text-align:center}@media(min-width: 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class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Detect upcoming brand crisis!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=169\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<p>Here you can see the rise of negative mentions according to the latest Marvel movie Ant-Man and the Wasp: Quantumania, which premiered on February 17:<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d04988516bb&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d04988516bb\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1126\" height=\"312\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-sentiment-analysis.jpeg\" alt=\"Sentiment analysis conducted by the Brand24 tool\" class=\"wp-image-174215\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-sentiment-analysis.jpeg 1126w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-sentiment-analysis-18x5.jpeg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-sentiment-analysis-300x83.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-sentiment-analysis-248x69.jpeg 248w\" sizes=\"auto, (max-width: 1126px) 100vw, 1126px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Sentiment analysis conducted by the Brand24 tool<\/figcaption><\/figure>\n\n\n\n<p>The movie didn&#8217;t meet the viewers&#8217; expectations. Brand24 tool detected it immediately.<\/p>\n\n\n\n<p>As a result, unfavorable reviews negatively affect the overall reputation of Marvel:<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498851ae8&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498851ae8\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1025\" height=\"1153\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reputation-analysis.jpeg\" alt=\"Brand Assistant's analysis of Marvel's reputation\" class=\"wp-image-174222\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reputation-analysis.jpeg 1025w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reputation-analysis-11x12.jpeg 11w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reputation-analysis-300x337.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reputation-analysis-141x159.jpeg 141w\" sizes=\"auto, (max-width: 1025px) 100vw, 1025px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Brand Assistant&#8217;s analysis of Marvel&#8217;s reputation<\/figcaption><\/figure>\n\n\n\n<p>When it comes to detecting brand crises, the AI-based &#8216;Compare periods&#8217; feature is a game-changer. <\/p>\n\n\n\n<p>This function allows you to track and compare key metrics across different timeframes. <\/p>\n\n\n\n<p>By doing so, you can identify trends and shifts in brand sentiment or volume of mentions that suggest a potential crisis brewing. <\/p>\n\n\n\n<p>This early detection is crucial as it enables you to prepare or even prevent the crisis before it gains momentum.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498851f39&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498851f39\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1176\" height=\"690\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-competitors-analysis.jpeg\" alt=\"AI-based Compare Periods by Brand24.\" class=\"wp-image-174223\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-competitors-analysis.jpeg 1176w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-competitors-analysis-1140x669.jpeg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-competitors-analysis-18x12.jpeg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-competitors-analysis-300x176.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-competitors-analysis-248x146.jpeg 248w\" sizes=\"auto, (max-width: 1176px) 100vw, 1176px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Compare Periods by Brand24.<\/figcaption><\/figure>\n\n\n\n<p>Each crisis has its early warning signs. These include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>An increase in negative mentions<\/li>\n\n\n\n<li>Changes in customer sentiment<\/li>\n\n\n\n<li>Negative customer feedback<\/li>\n\n\n\n<li>Decrease in sales and revenue<\/li>\n\n\n\n<li>Legal issues or regulatory violations<\/li>\n\n\n\n<li>Negative media coverage<\/li>\n<\/ul>\n\n\n\n<p>If you notice any of these signs, start an internal investigation.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"prepare\">How to prepare for a brand crisis?<\/h2>\n\n\n\n<p>Better safe than sorry \u2014 this saying is true not only when it comes to your health but also when we talk about protecting your company.<\/p>\n\n\n\n<p>We can divide brand crisis management into three steps:<\/p>\n\n\n\n<p><strong>Step 1<\/strong>: Avoiding social media disasters altogether. I know it&#8217;s easier said than done, but it is possible.<\/p>\n\n\n\n<p><strong>Step 2<\/strong>: Prevent brand reputation crises from escalating. The faster you react to a crisis, the better the chance you can contain its effects.<\/p>\n\n\n\n<p><strong>Step 3<\/strong>: Dealing with a full-blown crisis. You can take all the precautions, but sometimes the crisis will just hit you. You have to be prepared for the worst-case scenario.<\/p>\n\n\n\n<p>How do you manage various types of brand crises?<\/p>\n\n\n\n<p>There is some common ground between all three types of brand reputation crisis management. You can implement some of the techniques in all three steps and make everything all right, using <a href=\"https:\/\/brand24.com\/blog\/crisis-management-software\/\" target=\"_blank\" rel=\"noopener\" title=\"\">crisis management software<\/a>. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"guide\"><strong>Crisis management guide<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"avoid\"><strong>01 Avoid brand crisis<\/strong><\/h3>\n\n\n\n<p>The best way to manage a crisis is to avoid one altogether. One of the best ways to do that is by listening to online chatter.<\/p>\n\n\n\n<p>It&#8217;s relatively easy when it comes to your earned media. All you have to do is keep track of all the notifications you receive.<\/p>\n\n\n\n<p>Monitoring online conversations gets a bit tricky when the chatter happens on different channels. Constantly checking notifications on various social media channels and forums is a waste of time.<\/p>\n\n\n\n<p>Sentiment analysis is your secret weapon. It will detect how people feel about your brand.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498852568&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498852568\" class=\"wp-block-image aligncenter size-large is-resized wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1140\" height=\"468\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-media-monitoring-1140x468.jpeg\" alt=\"Negative, positive, and neutral mentions detected by the Brand24 tool\" class=\"wp-image-174217\" style=\"width:729px;height:581px\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-media-monitoring-1140x468.jpeg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-media-monitoring-18x7.jpeg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-media-monitoring-300x123.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-media-monitoring-248x102.jpeg 248w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-media-monitoring.jpeg 1154w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">Mentions detected by the Brand24 tool<\/figcaption><\/figure>\n\n\n\n<p>Are they happy with your product or service? Or maybe there are some aspects you could quickly improve?<\/p>\n\n\n\n<p>Your customers will also share their negative experiences online. The good news is you can still change the perception of your company!<\/p>\n\n\n\n<p>Once a user posts a negative comment, you have to act quickly. The faster you react, the lesser the chance the negative attitude will spread online.<\/p>\n\n\n\n<p>You can even score some points by showing your excellent customer service skills and turning a negative comment into a positive one!<\/p>\n\n\n\n<p>To do that, you must interpret the mentions correctly.<\/p>\n\n\n\n<p>AI-based topic analysis\u00a0can help identify specific themes or topics that are generating negativity among your audience.\u00a0<\/p>\n\n\n\n<p>By understanding these topics, you can proactively address and resolve issues before they become a dangerous crisis.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d04988529ac&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d04988529ac\" class=\"wp-block-image size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"1300\" height=\"782\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis.jpeg\" alt=\"AI-based topics analysis by Brand24.\" class=\"wp-image-174218\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis.jpeg 1300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis-1140x685.jpeg 1140w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis-1536x924.jpeg 1536w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis-18x12.jpeg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis-300x180.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-topic-analysis-248x149.jpeg 248w\" sizes=\"auto, (max-width: 1300px) 100vw, 1300px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><figcaption class=\"wp-element-caption\">AI-based topic analysis by Brand24.<\/figcaption><\/figure>\n\n\n\n<p>Brand24 gathers publicly available mentions containing your predefined keywords. The tool also offers a different notification system you could use to always be on top of things.<\/p>\n\n\n\n<p>You can set up three types of notifications and one bonus solution.<\/p>\n\n\n\n<p>Let&#8217;s start with notifications:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Slack notifications.<\/strong> <br>Every time there&#8217;s a new mention, you&#8217;ll receive a notification on your chosen Slack channel. If you use Slack daily, it&#8217;s incredibly convenient!<\/li>\n\n\n\n<li><strong>Email notifications.<\/strong> <br>You can add email notifications in the project settings. Determine how often you&#8217;d like to receive an alert. You can also set filters, for example, receive only mentions with negative sentiment or from a certain author.<\/li>\n\n\n\n<li><strong>In-app notification.<\/strong> <br>Brand24 offers an app for both Android and iOS devices.<\/li>\n<\/ul>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498852e58&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498852e58\" class=\"wp-block-image aligncenter size-full is-resized wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"891\" height=\"1068\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reporting.jpeg\" alt=\"Notification delivered by the Brand24 tool might be the first sign that it's time to start crisis communications \" class=\"wp-image-174221\" style=\"width:692px;height:532px\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reporting.jpeg 891w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reporting-10x12.jpeg 10w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reporting-300x360.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-reporting-133x159.jpeg 133w\" sizes=\"auto, (max-width: 891px) 100vw, 891px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Set up the rules at the beginning<\/strong><\/h4>\n\n\n\n<p>Your brand is present on different online channels. You&#8217;re responsible for the tone of discussion and behavior of your followers.<\/p>\n\n\n\n<p>The one guideline I like to implement on earned social media channels \u2014 your place, your rules.<\/p>\n\n\n\n<p>Make it known from the beginning what behavior will and will not be tolerated. The rules should be visible. Don&#8217;t hesitate to take down all the offensive posts.<\/p>\n\n\n\n<p>Another thing to make clear right at the beginning of your brand reputation crisis management plan is to set up the right expectations.<\/p>\n\n\n\n<p>If you&#8217;re a small company, chances are you might not be able to respond to every negative comment quickly.<\/p>\n\n\n\n<p>Be upfront with your customers and set a reasonable response time. Your audience won&#8217;t wait forever for a response, so try to make it within a couple of hours of posting a question or complaint.<\/p>\n\n\n\n<p>Try to solve the problems as quickly as possible so the crisis doesn&#8217;t spread on the Internet.<\/p>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Get instant notifications on your mentions!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=169\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"prevent\"><strong>02 Prevent the escalation<\/strong><\/h3>\n\n\n\n<p>You might miss something in your communication or misjudge a threat to your brand reputation.<\/p>\n\n\n\n<p>In that case, your job is to monitor your <a href=\"https:\/\/brand24.com\/blog\/crisis-performance\/\" target=\"_blank\" rel=\"noopener\" title=\"\">crisis performance<\/a> to prevent it from escalating.<\/p>\n\n\n\n<p>It&#8217;s not the end of the world, but you have to put in some effort so that the crisis won&#8217;t spread across social media.<\/p>\n\n\n\n<p>The first step is precisely the same as previously. Try to listen to your customers and reply to their complaints.<\/p>\n\n\n\n<p>Unfortunately, you might have passed the point when this approach was enough. Now you need something extra.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Be transparent<\/strong><\/h4>\n\n\n\n<p>Nothing works like honesty.<\/p>\n\n\n\n<p>No one expects you to be perfect. There are real people behind your brand, and real people make mistakes.<\/p>\n\n\n\n<p>Why do honesty and transparency work?<\/p>\n\n\n\n<p>The simplest explanation is that people don&#8217;t like being lied to.<\/p>\n\n\n\n<p>By telling the truth, you show your customers that you care about them and consider them part of your family.<\/p>\n\n\n\n<p>Admit your mistake, apologize, and present a plan, or at least willingness, to change and repair the damage. Your customers will appreciate that and will spread the good news about your company.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Be thoughtful<\/strong><\/h4>\n\n\n\n<p>Empathy can go a long way. Showing your unhappy customers that you care about their problems could even turn your critics into brand ambassadors.<\/p>\n\n\n\n<p>Being thoughtful builds trust, a currency you can&#8217;t buy. The more your customers trust your brand, the more willing they are to forget about your mistakes.<\/p>\n\n\n\n<p>Take a look at Adobe Customer Care:<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498853692&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498853692\" class=\"wp-block-image aligncenter size-full is-resized wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"727\" height=\"992\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-react.jpeg\" alt=\"Starbuck's reactions with consumers\" class=\"wp-image-174220\" style=\"width:509px;height:1019px\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-react.jpeg 727w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-react-9x12.jpeg 9w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-react-300x409.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/Brand-Reputation-Crisis-Management-react-117x159.jpeg 117w\" sizes=\"auto, (max-width: 727px) 100vw, 727px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Moreover, word-of-mouth is the most powerful form of marketing there is. Recommendations from customers who experienced a problem that you managed to solve are priceless.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Stay cool<\/strong><\/h4>\n\n\n\n<p>While dealing with a crisis, emotions can get the best of you. That&#8217;s a mistake you can&#8217;t afford.<\/p>\n\n\n\n<p>I know that it might be challenging to stay calm while a devastating situation might hit not only the affected brand but also its employees.<\/p>\n\n\n\n<p>No matter what happens, do not lose your cool. Stay professional and keep the discussion on a civilized level.<\/p>\n\n\n\n<p>To prevent a company crisis from escalating, show your human face!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"deal\"><strong>03 Deal with a full-blown crisis<\/strong><\/h3>\n\n\n\n<p>Mistakes happen. Even if you do your best to avoid them, sometimes these mistakes can snowball into a full-blown company crisis.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498853b3f&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498853b3f\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"787\" height=\"918\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/how-to-deal-with-a-brand-crisis-.jpg\" alt=\"How to deal with a brand crisis?\" class=\"wp-image-171550\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/how-to-deal-with-a-brand-crisis-.jpg 787w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/how-to-deal-with-a-brand-crisis--10x12.jpg 10w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/how-to-deal-with-a-brand-crisis--300x350.jpg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/how-to-deal-with-a-brand-crisis--136x159.jpg 136w\" sizes=\"auto, (max-width: 787px) 100vw, 787px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Bad news travels fast. Bad news online travels with the speed of light.<\/p>\n\n\n\n<p>That&#8217;s why sometimes a company crisis will escalate before you even have a chance to prevent it.<\/p>\n\n\n\n<p>But you can salvage your <a href=\"https:\/\/brand24.com\/blog\/brand-reputation\/\" target=\"_blank\" rel=\"noopener\" title=\"brand reputation\">brand reputation<\/a> even from a major scandal. You need to be prepared!<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Recognize the situation<\/h4>\n\n\n\n<p>The first step in managing a brand crisis is acknowledging the problem and communicating that you are aware of the issue. You should demonstrate that your brand is taking the situation seriously and is working to address it.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Provide accurate information<\/h4>\n\n\n\n<p>It&#8217;s important to provide accurate and timely information to your team about the situation. Include what happened and how the brand was affected. This can help address any rumors or misinformation that may be circulating.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Set up a crisis communication plan<\/h4>\n\n\n\n<p>Effective crisis communications can help mitigate the damage, rebuild customer trust, and <a href=\"https:\/\/brand24.com\/blog\/protect-online-reputation\/\" target=\"_blank\" rel=\"noopener\" title=\"\">protect your brand&#8217;s reputation<\/a>. It should be built on your company values.<\/p>\n\n\n\n<p>Here you can read the <a href=\"https:\/\/brand24.com\/blog\/crisis-communication\/\" target=\"_blank\" rel=\"noreferrer noopener\">crisis communication guide<\/a>.<\/p>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Detect upcoming brand crisis!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=169\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Establish the right people<\/strong><\/h4>\n\n\n\n<p>And by right, I mean experienced managers. Train your crisis team on how to implement the crisis communication plan and how to communicate effectively during a crisis.<\/p>\n\n\n\n<p>Another aspect of reputation crisis management is the accessibility of your social media. I know you trust your employees, but accidents happen.<\/p>\n\n\n\n<p>If only a selected group of people have access to your social media accounts, you can make sure that you broadcast a consistent message across all your earned channels.<\/p>\n\n\n\n<p>Moreover, you&#8217;ll limit the risk of accidentally posting messages not meant for your business account.<\/p>\n\n\n\n<p>Just like British Airways did a few years back. The airline shared its competitor, Virgin Atlantic, Facebook post.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Form a multidisciplinary team<\/strong><\/h4>\n\n\n\n<p>Managing a crisis could involve many employees from different departments.<\/p>\n\n\n\n<p>Your team should consist of team members from PR, HR, legal, marketing, and other relevant departments.<\/p>\n\n\n\n<p>These specialists should know how to contain the crisis and limit the damage.<\/p>\n\n\n\n<p>It&#8217;s essential to train your brand reputation crisis management regularly.<\/p>\n\n\n\n<p>Be prepared for the worse. Train how to deal with unusual and highly demanding situations so that when the real crisis hits, you&#8217;ll know what to do.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Apologize and take responsibility<\/h4>\n\n\n\n<p>If the crisis results from the brand&#8217;s actions or mistakes, it&#8217;s important to apologize. Demonstrate that you are ready to take responsibility. It will help rebuild trust with customers and stakeholders. Make an official statement if necessary.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Communicate through multiple channels<\/h4>\n\n\n\n<p>Choose channels to reach your audience, such as social media, email, press releases, etc. This can help ensure that stakeholders receive the information they need and can help address any concerns or questions they may have.<\/p>\n\n\n\n<div class=\"acf-simple-cta acf-simple-cta--default acf-simple-cta--no-icon\">\n    <div class=\"acf-simple-cta__wrapper\">\n        <div class=\"acf-simple-cta__row\">\n            <div class=\"acf-simple-cta__content\">\n                                                    <div class=\"acf-simple-cta__title\">Listen to what customers say about your brand!<\/div>\n                            <\/div>\n                            <a href=\"https:\/\/app.brand24.com\/user\/register-account\/?custom_form=169\" class=\"acf-simple-cta__btn\" target=\"\">Start Trial!<\/a>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Crisis communication examples<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Adidas ended its partnership with Kanye West after his controversial statements:<\/li>\n<\/ol>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d04988545a4&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d04988545a4\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"891\" height=\"417\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas.jpeg\" alt=\"Successful crisis communication examples: Adidas terminates partnership with Ye immediately\" class=\"wp-image-174618\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas.jpeg 891w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas-18x8.jpeg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas-640x300.jpeg 640w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas-300x140.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas-170x80.jpeg 170w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-adidas-248x116.jpeg 248w\" sizes=\"auto, (max-width: 891px) 100vw, 891px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>2. Ticketmaster apologized to Taylor Swift and all of her fans for the chaos when buying tickets for concerts:<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d0498854955&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d0498854955\" class=\"wp-block-image aligncenter size-full wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" width=\"657\" height=\"432\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-taylor.jpeg\" alt=\"Source: https:\/\/twitter.com\/Ticketmaster\/status\/1593816908742000640\" class=\"wp-image-174617\" srcset=\"https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-taylor.jpeg 657w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-taylor-18x12.jpeg 18w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-taylor-300x197.jpeg 300w, https:\/\/brand24.com\/blog\/app\/uploads\/2024\/04\/brand-reputation-crisis-managemen-taylor-242x159.jpeg 242w\" sizes=\"auto, (max-width: 657px) 100vw, 657px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\"><strong>Conclusion<\/strong><\/h2>\n\n\n\n<p>A brand crisis is not the end of the world! You can even turn a crisis situation into a win for your brand.<\/p>\n\n\n\n<p>Remember that everybody makes mistakes. Public opinion is sensitive nowadays. So you have to watch out for the most common causes of the crisis:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer service issues<\/li>\n\n\n\n<li>Cybersecurity breaches<\/li>\n\n\n\n<li>Social media mishaps<\/li>\n\n\n\n<li>Product recalls<\/li>\n\n\n\n<li>Misconduct by company executives or employees<\/li>\n\n\n\n<li>Legal issues or regulatory violations<\/li>\n<\/ul>\n\n\n\n<p>Not every company, though, can show its human face and resolve a crisis so that people trust them again.<\/p>\n\n\n\n<p>Although managing a crisis can be challenging, following some best practices will help you keep things under control:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Monitor the situation closely<\/li>\n\n\n\n<li>Stay calm and composed<\/li>\n\n\n\n<li>Respond effectively and quickly<\/li>\n\n\n\n<li>Have a crisis communication plan in place<\/li>\n\n\n\n<li>Learn from the experience<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"faq\"><strong>FAQ<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id1\"><strong>What is brand reputation crisis management?<\/strong><\/h3>\n\n\n\n<p>Brand reputation crisis management is the process of detecting, responding to, and recovering from events that threaten how your brand is perceived by customers, the public, or the media. It combines real-time monitoring, crisis communication, and reputation repair into a coordinated response plan. The goal is to minimize reputational damage and restore trust as quickly as possible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id2\"><strong>What are the most common causes of a brand reputation crisis?<\/strong><\/h3>\n\n\n\n<p>Common triggers include product failures or recalls, data breaches, public statements gone wrong, unethical behavior by leadership or employees, and negative viral content on social media. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id3\"><strong>How quickly should a brand respond to a crisis?<\/strong><\/h3>\n\n\n\n<p>You should acknowledge a crisis publicly within the first few hours, even if you don&#8217;t have all the facts yet. A brief holding statement that confirms you&#8217;re aware and investigating is far better than silence. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id4\"><strong>What is a crisis communication plan?<\/strong><\/h3>\n\n\n\n<p>A crisis communication plan is a pre-prepared document that outlines who handles which responsibilities during a crisis, what communication channels to use, and what messaging frameworks to follow. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id5\"><strong>How long does it take to recover from a brand reputation crisis?<\/strong><\/h3>\n\n\n\n<p>Recovery timelines vary by severity. Minor crises can resolve within weeks with a swift, transparent response. Major crises involving widespread harm, legal action, or ethical violations can be hard to ever fully recover from. Consistent communication, visible systemic changes, and ongoing audience engagement all shorten the timeline.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id6\"><strong>How does social listening help with brand crisis management?<\/strong><\/h3>\n\n\n\n<p>Social listening tools monitor brand mentions, keywords, and sentiment across social media, news, blogs, and forums in real time. This gives your team an early warning when negative sentiment starts building<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"id7\"><strong>What&#8217;s the difference between reputation management and crisis management?<\/strong><\/h3>\n\n\n\n<p>Reputation management is an ongoing practice (building, protecting, and improving how your brand is perceived over time). Crisis management is reactive and kicks in when something goes wrong and requires immedia<\/p>\n","protected":false},"excerpt":{"rendered":"<p>One viral post can unravel years of brand trust. Here&#8217;s how to spot a reputation crisis early, respond fast, and recover stronger.<\/p>\n","protected":false},"author":74,"featured_media":154748,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[4134],"tags":[3939,3936,603],"class_list":["post-135003","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-brand-image","tag-brand-reputation-crisis","tag-brand-reputation-crisis-management","tag-brand-reputation-management"],"acf":[],"aioseo_notices":[],"cf_author_first_name":"Katarzyna","cf_author_last_name":"Dere\u0144","_links":{"self":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/135003","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/users\/74"}],"replies":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/comments?post=135003"}],"version-history":[{"count":67,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/135003\/revisions"}],"predecessor-version":[{"id":182938,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/posts\/135003\/revisions\/182938"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/media\/154748"}],"wp:attachment":[{"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/media?parent=135003"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/categories?post=135003"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/brand24.com\/blog\/wp-json\/wp\/v2\/tags?post=135003"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}