We are all worried that our reputation will somehow be ruined. Katie Paine gives us insight on how to measure crises in chapter 11. Measuring what is said about you is important because you need to listen to what your customers are saying about you. Sometimes it is not the content of the rumors but the volume of it.
What is being said isn't always as important as what people believe about you. This is the part about a reputation. Having a negative brand reputation can be very detrimental but there are ways to defend it. Defending your brand is not as easy as it seems. You have to gain back the trust your customers lost. Your integrity is not intact. Customers feel they cannot depend on you. To get this back you must show your customers that you do care.
Katie Paine list 7 steps to measure crises and trust. I don't want to list them out and bore you but know by defining each measurement tool, you can avoid a crisis. Making changes along the way will help you to know how things are going and what you can do to measure better.
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