Approach
• Unified internal/external messaging across locations and stakeholder
Results
• Improved online reputation and identified operational fixes
• Safeguarded nonprofit credibility on DEI and safety issues
• Stabilized banking client perception during critical events
Deliverables
• Review-response templates, customer surveys and testimonial programs
• Media outreach plans and event coordination
• Ongoing issue monitoring and stakeholder sentiment tracking
For brands that have a consumer customer base or heavily rely on support from the general public, a crisis can be detrimental to the trust and association stakeholders have with the brand.
Franco has supported many consumer-facing clients with reputation management and crisis communications, helping to implement proactive communication strategies that rebuild trust and ensure accountability.
From recalls or quality issues to customer complaints and internal workforce challenges, our team of crisis communications experts have truly seen it all, allowing us to develop a tried-and-true approach to helping consumer brands keep their good name in times of crisis.
Some of our consumer crisis communications work has included:
Ongoing crisis management for one of Michigan’s largest senior living communities around the country for any crisis situations that arise. Our work has included communicating ever-changing protocols during the COVID-19 pandemic, responding to allegations made by grieving families, communicating organizational changes to families and employees and rapid-response support during emergencies.
With many locations and sensitive situations, it’s essential for our client’s internal and external communications to remain united to preserve its brand reputation and overall business integrity.
Our work includes:
- Crisis support for internal and external situations
- Strategic recommendations for media statements
- Conduct media outreach and respond to inquiries as needed
- Develop media statements and messaging
- Draft internal memos for employees
Customer review site management for a medical equipment provider. Franco supported our client by:
- Implementing processes and templates for responding to customer reviews.
- Drafting and managing personalized responses to positive and negative reviews.
- Developing customer service surveys and soliciting testimonials to use in marketing and PR.
- Employing best practices for flagging and removing reviews when applicable.
- Discovering operational issues that the client could address to improve quality and reputation long-term.
- A 20+ year partnership with a nonprofit client that includes proactive media relations, as well as management of issues like DEI and workplace violence.
- Issues management for a large banking client. Throughout this 15+ year partnership, Franco has provided counsel on many high-stakes, reputation-impacting issues. Our support has included:
- Rapid response to customer issues including PPP loan processing.
- Community relations strategies to support new market entry or offset reputation concerns.
- Media strategies to announce banking center closures and relocations.
