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A common fear when it comes to issue and crisis management is the uncertainty around virality. Which makes sense. Nobody wants the unwelcome surprise of having an otherwise seemingly insignificant issue go viral* against their organization.

But what if I told you that it doesn’t have to catch you by surprise? That there is a Crisis ReadyTM Formula that can help your team quickly detect the heightened probability of negative virality in real-time.

Well, good news! This formula exists and is now a free Crisis ReadyTM Resource available to you, here! Crisis ReadyTM Formula for Detecting the Probability of Negative Virality

In order to quickly identity the heightened probability of negative virality, your team needs to understand what makes a negative incident go viral in the first place. This leads to the Crisis ReadyTM Formula for Detecting Negative Virality, which is:

Download this formula for your team, here.

Dissecting the formula

Let’s examine this formula more thoroughly.

Emotion + Relatability

If a negative event is highly emotionally impactful and, if by sharing it the sharer knows that the emotion they’re feeling will relate to others, it is likely to be shared, consumed, related to… shared, consumed, related to and so-forth, increasing its potential for virality.

Shareability

Let’s face it, whether we’re talking about an image, a video, or a hashtag, everything has a share-ability factor in today’s world. In my book, Crisis Ready: Building an Invincible Brand in an Uncertain World, I explore how the hashtag #JeSuisCharlie was the shareable media that ignited the emotional relatability that the western world felt following the dreadful Charlie Hebdo attack in 2015.

Your next steps

Teach your team to be able to quickly assess and evaluate the emotional relatability of a given situation, and then design an internal escalation protocol for them to follow once strong emotional relatability is flagged.

*Virality is relative. It is determined by the influx of unwanted attention to your organization or cause. Its risk is then determined by the potential long-term material impact the situation threatens to have on your brand.

The post How To Detect The Risk Of Negative Virality appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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How you make your customers feel…

is the powerful differentiator from your competitors, lends to the emotional connection you build with your stakeholders, and can ultimately make or break your brand’s invincibility. Author and Customer Retention Expert, Joey Coleman, joins the Invincible Brand Podcast to discuss strategic ways to foster a culture whereby increased customer retention leads to brand advocacy, business resiliency, and ultimately, brand invincibility.

Listen:

Watch:

How To Never Lose A Customer Again - YouTube

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

About this episode

Studies show that 20% – 70% of your new customers will likely decide to stop doing business with you before they reach the 100-day mark. Meanwhile, if you can retain 5% of your customers who would otherwise stop doing business with you, you can increase your profits by 25% – 100%.

In his work as an author, keynote speaker, and consultant, Joey Coleman helps organizations strengthen the relationships they share with their customers and clients, with the goal of building long-lasting, emotionally connected relationships. In this discussion, Joey shares some of the specific steps he takes to achieve this. The strategies and insights he shares apply to all entities, whether in the public or private sector.

This episode explores:
  • Interesting ways that working with the CIA has shaped Joey’s leadership and how that mindset can be adapted for your organization.
  • Strategic ways to raise important points with leadership and gain buy-in for cultural improvement and evolution.
  • How focusing on the customer experience makes team members’ jobs easier and speaks directly to the bottom line in substantial ways.
  • Real world examples, stories, and tactical strategies that can be applied to your organization.
Links to things discussed in this episode Connect with Joey Coleman:

The post How To Never Lose A Customer Again appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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How to systemize the process of giving attention to the right things.

In a world where distractions are thrown at us at every corner, Attention Expert, Neen James, joins the Invincible Brand Podcast to share techniques for being mindful and intentional about where you dedicate your attention in a way that helps you prioritize the things that matter most to your business, your team, your stakeholders, and your career.

Listen:

Watch:

Building Brand Invincibility Requires Intentional Attention - YouTube

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

About this episode

We live and work amongst an overload of distractions and requirements that pull us in every direction, in almost every moment. This can make it difficult to give dedicated and mindful attention to the things that matter most to us, both personally and professionally. And yet, when we give our attention to the right things, we give and receive an abundance of opportunity and rewards in a myriad of ways.

In this episode of the Invincible Brand Podcast, Neen James discusses what it means to be intentional with our attention and how it helps foster cultures of trust, resilience, and business and reputational rewards.

This episode explores:
  • The 3 ways people pay attention.
  • The ways in which attention pays.
  • Techniques to use attention to gain buy-in–and even progress your career.
  • Cheat sheet: how to build processes that systemize your attention to strengthen relationships, progress your career, and foster the right kind of culture.
Links to things discussed in this episode Connect with Neen James:

The post Building Brand Invincibility Requires Intentional Attention appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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Each month I answer questions from real people doing real work in–or learning about–crisis readiness.

This month’s question comes from Natalia who asked me some core questions that pertain to crisis management and crisis readiness, such as:

“What is crisis management and what does it mean to be a crisis management professional?”

“What are some of the most common mistakes organizations make in the midst of crises and issues?”

“What are some of the qualities and characteristics that lend to being great in this profession?”

… and a question that caught me by surprise, but I loved: “What do I think of the show Scandal in the context of crisis management?”

Listen:

Watch:

Discussing The Core Essentials Of Crisis Management - YouTube

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

Links to things discussed in this episode:
  • The Crisis Ready Model
  • To learn more about the Crisis Ready Certification Program I’m developing, email certification@melissaagnes.com.

Do you have a question you’d like me to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with me.

The post Crisis Ready Q&A: Discussing The Core Essentials Of Crisis Management appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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Discover how utility company, Alectra, successfully manages issues and crises as a regular course of business—and how their learnings and successes can be implemented into your crisis ready program.

Utility companies are no stranger to the multitude of challenges that present themselves in times of crisis. As a result, they have a ton of real-time crisis management experience that others can learn from. Alectra is one such organization.

With a 1,250 m2 (or 2,000 km2) service territory delivering power to approximately one million customers in Ontario, Canada, Alectra deals with issues and crises on a regular basis. In this episode, Blair Peberdy, Vice-President of Government and Corporate Relations at Alectra, joins the Invincible Brand Podcast to share the many crisis management lessons he has learned throughout his career.

Listen:

Watch:

Behind the Scenes Tactical Crisis Management Lessons from the Frontlines - YouTube

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

About this episode

It’s always great to learn from the mistakes, successes, and lessons learned by others—hopefully saving you from having to learn them the hard way. In this episode, Blair shares the structure behind Alectra’s crisis ready program, along with the many lessons the company has learned throughout its years of managing dozens of real-life and simulated incidents.

This episode provides a behind the scenes look at the different strategies and tactics that Alectra has implemented into its crisis ready program. These strategies and tactics continue to help the organization further strengthen its crisis ready culture, and the best part is that each of the lessons that Blair shares within this conversation are directly applicable to your organization and team.

This episode explores:
  • The multi-tiered prongs that facilitate Alectra’s crisis communication to its different key stakeholders.
  • The structure of the company’s crisis management governance, including the different roles they’ve designed and how they ensure these roles are scalable with employee turnover and the growth of the company.
  • The role that crisis simulations play in helping Alectra continuously strengthen its crisis ready program and its team’s skills.
  • A look at Alectra’s post-crisis debriefing structure and processes.
  • How social media has changed the crisis management landscape.
Connect with Blair and Alectra:
  • Email Blair with any questions: blair.peberdy@alectra.com
  • Learn more about Alectra at alectra.com

The post Behind the Scenes: Tactical Crisis Management Lessons from the Frontlines appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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Virtual communication can breed misunderstandings and yet how many of your meetings are virtual?

Do you see where I’m going with this?

Dr. Nick Morgan, author of Can You Hear Me? (amongst other great books) and founder of Public Words, joins the Invincible Brand Podcast to discuss the impacts that the virtual world have on internal teams and the conscious efforts and actions that leaders can take to mitigate the risks that these impacts present on company morale, team-building, and ultimately the organization’s culture and reputation.

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

About this episode

Virtual communication deprives us of the emotional knowledge that helps us understand context. This presents risks to relationships with stakeholders–especially in regards to your internal teams and departments. In this episode, Nick Morgan explores new research that dives deeper into this reality, the challenges it presents to leaders and their teams, and provides strategic insight into how we can mitigate the risks that come along with this reality and build more connected teams and a stronger internal culture.

This episode explores:
  • New research and data that demonstrates the emotional impacts, voids, and effects that the virtual world presents.
  • The way in which leadership can use this information to form stronger connections with their teams during conference calls, virtual meetings, email communications, and more.
  • Helpful verbal and nonverbal cues to consciously deliver.
  • Tips for creating trust in a virtual context.
Links mentioned in the episode: Connect with Nick Morgan:

The post Tips For Building Strong Emotional Connections In A Virtual World appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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Each month, I answer your crisis ready questions.

This month’s question comes from Bridget… and, in fact, Bridget had a handful of really great questions that I got to provide responses to. Here’s a sampling of what these questions were:

“Is crisis management different from industry to industry?”

“What is the best way to manage controversial issues that spark heated emotion within a subset group of stakeholders?”

“Who should be a part of the issue management team, when an incident doesn’t need to escalate straight through to leadership?”

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

How Does Crisis Readiness Translate From Government To Big Business To Solopreneurs - YouTube

This discussion explores:
  • Strategic ways to successfully manage controversial viral issues.
  • The power of banking goodwill and trust prior to experiencing an issue or crisis.
  • Strategies of response when your hands are tied and you are not legally able to share information.
  • Where the crisis management nuances lie and how to be prepared for all forms of incidents.
  • A look at how to make your crisis management governance structure scalable across all forms of issues and crises.
Links discussed in this episode:

Do you have a question you’d like me to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with me.

The post Crisis Ready Q&A: How Does Crisis Readiness Translate From Government To Big Business To Solopreneurs? appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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These leading airlines showcase the power of focusing on the details of experience.

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

Shashank Nigam, author of Soar and CEO of Simpliflying, joins the Invincible Brand Podcast to share some powerful strategies on how today’s leading airlines have managed to build sustainable trust – and how that serves them when undesirable incidents risk occurring.

About this episode

The airline industry is tough. The risks are exponential; profit margins are difficult to maintain; the general public is critical, emotional, and has the ability to instil a world of impact on brand equity and reputation; regulatory compliance is strict and severe… and the list goes on. And yet, there are some airlines out there that just simply get it. These airlines continue to do phenomenal work in creating brands that deliver an experience and put people first, fostering a culture that aspires to achieve brand invincibility and works proactively towards this objective every day.

Fortunately for the rest of us, there are so many crisis ready lessons and strategies that can be taken from these airlines and adapted into your own organization, no matter its industry. In this week’s episode of the Invincible Brand Podcast, Shashank sat down with me to discuss the strategies, mindsets, and crisis management failures and successes that he has seen in his work with over 90 of these airlines over the past several years.

This episode explores:
  • What the strongest, most profitable, and beloved airlines have in common-and what you can learn from their success and strive for invincibility.
  • Why achieving brand invincibility should be aspirational.
  • How the CEO of AirAsia, Tony Fernandes, single-handedly raised the bar for airline crisis management, and the important lessons you can learn from his decisions and actions.
  • A fascinating example of how a stagnant crisis management plan hindered Thai Airways’s chance to effectively manage an issue.
Links mentioned in the episode: Connect with Shashank Nigam:

The post Strategies For Building Sustained Trust From The World’s Leading Airlines appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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Don’t let the lack of certification in this profession put your organization at risk.

You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.

Charlie Maclean-Bristol, one of the Founders and Directors of PlanB Consulting, joins the Invincible Brand Podcast to discuss how organizations can get around the lack of certification in the profession of crisis management, to make sure they’re partnering with the right professionals for their company’s crisis ready needs.

About this episode

If you follow my work, then it’s quite possible that you know of a grievance that has been frustrating me more and more lately. The grievance is that, as a result of the thrilling allure and hype around the crisis management profession, combined with a lack of industry certification requirements, organizations are being put at risk by hiring “experts” who are causing more harm than help. I recently published a video addressing this grievance which sparked an interesting conversation on this subject with Charlie, which I thought would make for a compelling and hopefully beneficial podcast conversation.

This episode explores:
  • Thoughts on how to make sure you are an “informed buyer”, when shopping for the right crisis ready advisor for your organization and its needs.
  • How professionals need to know and accept their limitations and focus on excellence in their strengths, and transparency with their clients.
  • What to look for in a crisis management professional.
  • Thoughts and observations on where the profession is going and how experts need to keep up with the trends and escalating risks, expectations, and opportunities.
Links mentioned in the episode:
  • The webinar series that I mention in this episode can be found here.
  • Following is the video I mention in this episode:

The Sexy Allure of Crisis Management Presents Risk to Organizations - YouTube

Connect with Charlie Maclean-Bristol:

The post When Hiring a Crisis Management Advisor, Become An Informed Buyer To Mitigate Unnecessary Risk appeared first on Melissa Agnes - Crisis Management Keynote Speaker.

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