Wednesday, October 13, 2010


Singapore (13 Oct 10).

I recently came across Pete Blackshaw's book "Satisfied Customers Tell 3 Friends, While Angry Customers Tell 3,000."  Similar to my research, Pete's research also showed how, what he calls "consumer-­generated media," allows a single disgruntled cus­tomer to magnify his com­plaints to an audience of millions.  In this new information environment, effective crisis communications, requires companies to be perceived as open, transparent and trusted.

In Pete's opinion, companies need to establish and proactively maintain a customer relationship that is authentic, listening and responding.  In his opinion, a good company blog is an effective tool as illustrated via Pete's analysis of how pivotal Dell's and AOL's company blog proved in mitigating their crisis.

A quick research of the major listed companies in Singapore show that these companies are not maximizing the potential of their company websites.  To their management, the company website is essentially a static information counter for customers and investors to "pull" information.  This is a mistake, as I have mentioned in an earlier posting, efficacy of the crisis communication message is dependent on the perceived credibility of the source.

Thus, as crisis occur unexpectedly and credibility cannot be developed overnight, crisis preparation efforts must include the creation of an interactive company website that is open, transparent and trusted.  The presence of such a website pre-positions the company with a strategic edge in its crisis communication plan.

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