Whether or not your brand is on social media, your consumers are. They are continuously sharing their good and bad experiences about your brand. Most brands are not prepared to deal with negative feedback which, if ignored, can spiral into a crisis. This book seeks to aid brand and business owners to structure organizations to be crisis- ready. Creating a crisis squad and a crisis playbook, envisioning various scenarios that can occur, and what the brand’s response should be are some of the areas the book delves into. It also recommends preventive measures that can save brands from social embarrassment, and social listening strategies that can alert organizations to a problem before it becomes a crisis. When everything else fails and a crisis is at hand, the focus shifts to executing the playbook, turning the conversation around leveraging evangelists and influencers. Once the crisis has ended, it’s time to audit the playbook and close the gaps, as well as evaluate financial or reputational damage done to the brand, and see how quickly one can recover.
Author Profile
Venke Sharma is a digital marketing practitioner, recognized by SAP as India's Most Influential Digitalist Thought Leader in the domain of marketing (2015). He had begun advocating digital brand strategy at a time when most brands didn't even have websites, and he built Tribal DDB India, one of India's first digital agencies. He subsequently built Leo Burnett's integrated marketing services agency Arc Worldwide (India); under his leadership, the agency won Cannes Lions for campaigns on Luxor (first Cyber Lion from India) and Tide. During his stint in Jakarta as Leo Burnett's Head of Digital, he set up the social media practice for Samsung and Coca Cola Indonesia. In a career spanning 18 years, he has championed breakthrough creative thinking with big ideas to build brand demand for clients such as P&G, McDonald's, Citibank, British Telecom, Air France—KLM, Carrefour, 11M Ahmedabad, HDFC Bank, Commonwealth Bank, Philip Morris, Reliance, Madura Garments, etc. He believes that "social intelligence" is key to shaping business outcomes with actionable insights mined from consumer social media conversations. Venke lives in Mumbai with his wife Haripriya and six-year-old daughter Anupama. He practices Sahaja Yoga meditation and is also a swimming enthusiast.
Hushidar Kharas is a passionate marketeer and technophile. He has built campaigns for large customer brands over the last 10 years. After a stint at the Future Group, working on the personal care brand Wild Stone, he moved to Yum Restaurants India where he built the digital and customer engagement practice for KFC India from scratch. His work on the launch of KFC WOW resulted in a Webby, an international award. He was also responsible for setting up online ordering for KFC. He went on to lead digital marketing for Star Sports, building a wildly engaged (and often demanding) base of fans and helping create new properties such as the Pro Kabaddi League and the ISL. His work on the Pro Kabaddi League launch resulted in the campaign winning a Clio Award. He enjoys working on direct- customer-facing media including social and PR, which has given him first-hand experience of the pleasures and pitfalls of the always-on, crisis-prone content marketing paradigm. Hushidar lives in Mumbai with his wife Parinaz and three-year-old daughter Taraneh. He is an avid traveler, amateur photographer, and occasional biker.
Table of Content
Foreword by Sanjay Behl
Preface
The Age of Crisis
Creating a Crisis-ready Organization
Building a Crisis Playbook
Securing Your Digital Assets
Social Media Monitoring
Storycrafting
Execution
After the Storm
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