Release information as soon as it’s available

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For example, taking ownership of a situation by armenia b2b leads apologizing should only be done after some due diligence. Any statement issued should include next steps and positions if you are certain they will be followed. False promises lead to bad publicity and can make the situation worse.

For example, if your company experiences a cyber security breach, don’t wait to update your customers. Reiterate the measures your company is taking to mitigate the situation (like updating security procedures) each time to remind them your priority is safeguarding their information.

Monitor customer communication online and reply to any social media comments as soon as possible. This brings us to our next point.

Brand reputation
Focus on your brand reputation the second a crisis starts, as it can do lasting damage to your brand. Monitor how customers (and the wider public) are responding to your brand from the earliest stage of the crisis and adapt your strategy accordingly. For example, if customers are posting on X (formerly known as Twitter) about the lack of transparency, consider releasing a statement or social media post with more information.

Thankfully, monitoring brand reputation is easier than pressing refresh on your social feed every 30 seconds. Sprout Social has message spike alerts to notify you of an influx of incoming messages and mentions.

Sprout Social's dashboard shows message spike detection. In the image you can see the Smart Inbox and a message alert that reads: We started detecting a spike 5 minutes ago.
Your crisis management team can use this information to respond to posters quickly inside the Smart Inbox before these complaints turn into a larger problem.