Learning points from this episode:

 

• There are three stages to surviving a crisis: respond, react, rebuild
• The first stage is focussed on communications: respond with empathy and openness, acknowledge reality
• The latter two stages are focussed on action. There is no point communicating well if the actions don't back it up
• Remain true to the brand's mission, e.g. Heineken campaign supports pubs

 

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Say hi to host Sophia Matveeva on Twitter