Are Consumers Immune to Crisis Communications?

Since before my last post on Apple’s iPhone privacy ad, I wondered if consumers are immune to crisis communications. The short answer is no, but the long answer involves a maybe. Ultimately, I think it depends on whether the crisis communications strategy is genuine or not.

When writing my iPhone privacy, I thought about the legal implications surrounding the company. One of the biggest crisis management situations involves data breaches. In my opinion, it’s really hard to turn those situations around. I think consumers feel that data breaches come with the modern age of technology now, and I would have to agree. It’s a scary thought and companies need to do better. However, they not only have to do better, but they have to actually care. A consumer will not believe a crisis strategy if there isn’t any sense of caring or effort put behind it. So, when legal issues get tangled up in this, it is so important for brands to work on the inside as well as the outside.

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Photo by Charisse Kenion on Unsplash