A company’s reputation is its most valuable asset. It takes years to build up a good reputation, but it can be destroyed overnight by a crisis. That’s why businesses need to have a plan in place to deal with crises when they occur.
There are many different types of crises that can occur, ranging from natural disasters to data breaches. And each type of crisis requires a different response.
In this article, we’ll take a look at three online reputation management case studies and see how businesses handled crises effectively (and sometimes not so effectively).
Case Study 1: Domino’s Pizza
In 2009, two Domino’s Pizza employees in the US posted a video on YouTube of themselves doing disgusting things with food that was going to be delivered to customers.
The video went viral, and Domino’s reputation took a serious hit.
Domino’s responded quickly and decisively. They issued an apology from the CEO, fired the employees who were responsible, and implemented new food safety procedures to prevent something like this from happening again.
They also ran ads on TV and online apologizing for the incident and reassuring customers that they were taking steps to ensure it would never happen again.
As a result of their quick and effective response, Domino’s was able to limit the damage to their reputation and continue doing business successfully.
Case Study 2: United Airlines
In 2017, United Airlines made headlines for all the wrong reasons when a passenger was forcibly removed from a flight that was overbooked.
The passenger, who was a doctor, was dragged off the plane by security officers and suffered injuries as a result.
The incident was captured on video and quickly went viral, sparking outrage online.
United responded by issuing a series of apologies, first from the CEO and then from the company itself. They also reached out to the passenger to apologize and offer compensation.
In addition, United changed their policy on overbooked flights to prevent something like this from happening again.
As a result of their quick and effective response, United was able to limit the damage to their reputation and continue doing business successfully.
Case Study 3: Equifax
In 2017, credit reporting agency Equifax announced that hackers had gained access to the personal information of 143 million people.
This was a major data breach, and it left Equifax’s reputation in shambles.
Equifax responded by issuing an apology and offering free credit monitoring services to those affected. They also set up a website where people could check to see if their personal information had been compromised.
However, many people felt that Equifax’s response was inadequate and that they should have done more to protect people’s personal information in the first place. As a result, Equifax’s reputation has still not recovered from the incident.
FAQs:
Q: What is online reputation management?
A: Online reputation management is the process of monitoring, managing, and influencing the online of a business or individual.
Q: Why is online reputation management important?
A: Online reputation management is important because a business’s reputation is its most valuable asset. A good reputation can attract new customers and help a business to succeed, while a bad reputation can drive away customers and lead to failure.
Q: How can I improve my company’s online reputation?
A: There are several things you can do to improve your company’s, including monitoring what is being said about your company online, responding quickly and effectively to negative comments or reviews, and proactively promoting positive content about your company.
Q: What are some common online reputation management mistakes?
A: Some common online reputation management mistakes include ignoring negative comments or reviews. Responding to negative comments or reviews in a defensive or angry manner. And failing to monitor what is being said about your company online.
Conclusion:
A company’s reputation is its most valuable asset. And when a crisis occurs, businesses need to have a plan in place to deal with it.
In this article, we’ve looked at three online reputation management case studies. And seen how businesses handled crises effectively (and sometimes not so effectively).
We hope that these case studies will help you to develop a plan for dealing with crises in your own business.
