A few years ago Southwest Airlines hired some consultants to give them advice and help their airline become better. The consultants suggested that Southwest Air charge passengers to check luggage since the competition was doing it and they could make millions upon millions in additional revenue.
Episode 091: Crisis Preparedness Expert Melissa Agnes
Author of Crisis Ready: Building an Invincible Brand in an Uncertain World, Melissa Agnes is a leading authority on crisis preparedness, reputation management, and brand protection. Agnes is a coveted speaker, commentator, and adviser to some of today’s leading organizations faced with the greatest risks.
In 2015, she gave a TEDx talk in Los Angeles where she discussed the secret to successful crisis management in the 21st century. Agnes is the editor of the Crisis Ready Blog, a contributor to Forbes, and a go-to source for the press, with recent coverage including the Wall Street Journal, VIBE Magazine, USA Today, and many others. As a university guest lecturer, Agnes teaches crisis management in university courses around the world, including at NYU and McGill.
In today’s episode, we discuss:- The difference between issues and crisis
- How to prepare for the inevitable crises that will come your way
- Building your brand on social media
- What to do when an issue or a crisis occurs
- How Southwest Airlines and United Airlines handled crises differently