- By Camila Ante
This word is sure to terrify any business. "The crises." The first thing is: I hope it never happens to you! But beware, we are human ... Errors, problems and inconveniences will always be around the corner. Even in marketing where there are such automated procedures, it can happen.
But the key is in how is your reaction, how quickly you resolve and how is the process you take to manage crises in a business.
1. A loyal customer will always reach out to you
In crisis management in a business, do you know who is the first to reach out to you? After your work team the customer who is already loyal.
That person already knows you, already trusts you and wants to continue acquiring or consuming what you create on a daily basis. When a problem occurs in your business, turn to them if it is very necessary or interact in search of something that allows (always based on what works for them), to solve.
2. Communicate what happens before you look bad
It is best to report a problem before causing any discomfort. It applies both to the entire work team and to clients in case they are involved. Yes, problems or crises can occur when you least expect them, but obviously you can take steps to prevent them from happening.
3. Don't use just one platform, one channel, or tool
The saying should go like this: since marketing was invented there should be no sales excuses 😅. There are so many strategies and ideas in this world that any business can expand if you stay focused and learn to innovate. But apart from how vast this world can be, we have hundreds of tools and digital platforms that allow us to streamline work.
If there is a manual in your business of crisis management in marketing, the first thing that should appear is: do not bet on a single tool. Let me explain, if you use Kapwing to create subtitles for your sales videos, have another tool like Happyscribe at hand, in case Kapwing does not want to work one day.
4. Team meeting for brainstorming and solution
In crisis management in a business, your team will always be your first ally. Because they are the ones who know in detail every action or decision that is taken within the business, and they are the ones who also have a lot of interaction with your customers or community, so they will surely have very good ideas to solve.
Important: in crisis resolution we should not focus on looking for culprits. The first thing is to solve what is happening and after solving and leaving everything working normally, meetings are established that allow you to define what happened, what went wrong and how to prevent that from happening again.
5. Monitor, identify and raise
Each action must be monitored because this will allow you to anticipate a possible crisis in a business. You identify the problem, attack it before it unleashes something bigger, and come up with a better solution. Follow up on all the efforts and projects within the business
Source: Vilma Nuñez
