Conversa)ons  Everything  happens  for  good..  J  

A   S imple   yet   beau)fu l  e x a m p l e   o f   c r i s i s  Management,   keeping   in  mind  the  involvement  of  third  par)es  and  individuals  Talks  about  how  an  Online  brand  used  offline  channels  for  Brand  influence  which  went  wrong  and  how  that  turned  the  opportunity  into  a  Branding  exercise..  

How  it  started?  Sudden  ping  from  the  brand  Management  ping  almost  a  month  back…..  

Discussions  and  then  form  Fill  by   various   Users   majorly  senior  folks  from  Industry  and  some   Individuals   who   are  face  of  the  Industry    

In  the  backend……  Branding   /  Agency  did   a  )e  up  with   some   courier   agency   to  c o u r i e r   a   N i c e l y   d o n e  personalized   mug   along   with  some   coupons   and   a   Intro  Brochure  of  Brand…….  

And  then  something  went  wrong!  ………….the   courier   agency  goofed  up  and  the  Mug   in  the   Package   reached   one  of   the   senior   person   in  Industry  but……    

 ……..it  was  broken  !!  

And  thus  he  Posted  on  his   wall,   not   because  he   wanted   to   pull  them   but   was   feeling  sad..  

So?  An  unexpected  response  from  a  very  senior  veteran  of  the  Industry  must  have  taken  the  team  aback  and  must  have  felt..  -­‐  Why  the  “F___”  he  posted  it  online,  it  was  FREE!  -­‐  It  was  not  our  fault  and  he  shouldn’t  have…  

                               etc.  etc….  

But  No!  first   the   Senior   folk  from   the   Agency   got  ac)ve   and   apologized  and   promised   to   have  send  one  fresh  piece….  

AND….  then  the  Owner  posted  a  comment  which  was  not  only  a  Clear  case  of  Crisis  management  but  also  have  set  an  example  for  many….  

…….and  finally  !!  

and  also….  

Key  points:  � Customers  /  Consumers  or  Prospects  –  Treat  them  Humbly,  you  never  know  who  can  become  a  Brand  Noise    /  Voice  for  you..  

� Networking  is  very  important  but  be  ac)ve  is  super  important  –  a  Clear  case…  

� Tracking  Social  Buzz  about  Brand  is  very  important  and  thus  using  some  third  party  tools  is  not  just  cost  but  also  logical/ra)onal!  

Personal  views,  nothing  inten)onal..  GET  IN  TOUCH:  @SirfMayuR  a.com/SirfMayuR  +91  9826020980