Once you take control of a crisis and find operations returning back to normal, you might feel tempted to sit back and celebrate your plan’s success.
Don’t take your eye off the horizon when the storm moves on to wreak havoc elsewhere. A post-crisis plan is just as essential as a pre- or mid-crisis plan.
Follow these four steps to identify what worked, establish what needs improvement, and prepare your crisis communication team should your brand end up in a similar situation in the future.
1. Remember that actions speak louder than words.
Once your brand improves operations, inform the public of what you’ve done, especially if the move is a direct result of customer complaints. Don’t lock up accomplishments behind the scenes after a crisis hits. Further, if you follow through with your mid-crisis promises, you’ll be more likely to increase customer loyalty and engagement.