Amazing Business Radio: Josh Ginsberg

Crisis Management in the Customer Experience
How to Take Care of Your Customers When Things Go Wrong
Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers.
The Interview with Josh Ginsberg:
When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity. If a company has already established a track record of integrity when there is no crisis, it will be much easier for customers to trust they will fix a problem.
There are three main components of crisis management. You must act quickly, you must be authentic, and you must communicate consistently.
66% of all consumers say that transparency is the most important quality for a brand. That means communicating even when you’re at fault or don’t have answers, being honest in your communication, and being authentic in yourself and