Don’t take your eye off the horizon when the storm moves on to wreak havoc elsewhere. A post-crisis plan is just as essential as a pre- or mid-crisis plan.
Follow these four steps to identify what worked, establish what needs improvement, and prepare your crisis communication team should your brand end up in a similar situation in the future.
1. Remember that actions speak louder than words.
Once your brand improves operations, inform the public of what you’ve done, especially if the move is a direct result of customer complaints. Don’t lock up accomplishments behind the scenes after a crisis hits. Further, if you follow through with your mid-crisis promises, you’ll be more likely to increase customer loyalty and engagement.
2. Review metrics.