This episode was originally published on August 18, 2020

Major brands regularly experience crises and make the news for alleged fundamental rights violations or similar breaches with high social stakes. Think racial discrimination, privacy and data breaches, sexual harassment at the workplace, or even life-threatening health hazards such as food poisoning.

This episode sheds light on brand crisis management and the impact of such crises on brand valuation and intellectual property assets, as well as the good practice of having proactive and remediation plans in place.

Our guest, Shep Hyken, is Chief Amazement Officer at Shepard Presentations, St. Louis, Missouri, USA. Mr. Hyken is a customer service and experience expert, best-selling business author, and regular contributor to the Leadership Strategy section at Forbes.com. He explains and illustrates the spectrum of brand crises and the different ways—good and bad—to handle them!

Related Resources

To go further:

• About Shep Hyken
• About Shep Hyken’s presentations

Also of interest:

• INTA 2020 Annual Meeting & Leadership Meeting: Track—Managing Your Brand in Times of Crisis
• INTA Bulletin: “Don’t Go Dark: An Interview with Edelman’s Jennifer Cohan on Brand Response to COVID-19”
• INTA News: The Effect of a Data Breach on Brand Value