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Smart in Public
CEOs trust us, the media tolerates us, and our mothers think we know Oprah. The Smart in Public podcast, hosted by Katie Boysen and Katie Dufficy, shares business, career, and life experiences through the world of two Public Relations professionals just trying to keep their sh*t together.
Smart in Public
Expectations, customer service, and your CEO could be causing a comms disconnect trifecta
In this week's episode of the Smart and Public podcast, the Katies dig into the crisis recently faced by Qantas, Australia's most well-known national airline, following a significant data breach earlier this month.
Hot topics were the implications of the breach on customer trust and loyalty, the challenges of crisis communication in today's instant-info digital age, and the importance of CEO messaging and transparency in rebuilding brand reputation. A use case that we touched on was the lessons learned from CrowdStrike's response to their own breach one-year on, which we thought was a great example of the need for ongoing communication and humility in leadership during crises, even after the fact.
If you're someone who pays attention to the cover art -- yes we talk about the poop cruise show on Netflix... rude not to, really!
Chapters
- 02:27 - The Qantas Crisis: Background and Context
- 07:33 - Understanding the Data Breach and Customer Impact
- 12:57 - Crisis Communication Strategies and Challenges
- 16:19 - Trust Erosion and Customer Loyalty
- 22:45 - Lessons from CrowdStrike's Response to Their Breach
- 30:37 - The Importance of Ongoing Communication in Crisis Management
- 36:52 - Recommendations for Brands in Crisis
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Have a topic or a guest idea? Email us at hello@smartinpublicpod.com