Smart in Public Expectations, customer service, and your CEO could be causing a comms disconnect trifecta
In this week's episode of the Smart and Public podcast, the Katies dig into the crisis recently faced by Qantas, Australia's most well-known national airline, following a significant data breach earlier this month.
Hot topics were the implications of the breach on customer trust and loyalty, the challenges of crisis communication in today's instant-info digital age, and the importance of CEO messaging and transparency in rebuilding brand reputation. A use case that we touched on was the lessons learned from CrowdStrike's response to their own breach one-year on, which we thought was a great example of the need for ongoing communication and humility in leadership during crises, even after the fact.
If you're someone who pays attention to the cover art -- yes we talk about the poop cruise show on Netflix... rude not to, really!
Chapters
- 02:27 - The Qantas Crisis: Background and Context
- 07:33 - Understanding the Data Breach and Customer Impact
- 12:57 - Crisis Communication Strategies and Challenges
- 16:19 - Trust Erosion and Customer Loyalty
- 22:45 - Lessons from CrowdStrike's Response to Their Breach
- 30:37 - The Importance of Ongoing Communication in Crisis Management
- 36:52 - Recommendations for Brands in Crisis
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Have a topic or a guest idea? Email us at hello@smartinpublicpod.com