As Seen On Sky News: Ballou PR’s Advice On The Eurostar Communications Breakdown

Eurostar can come back from this, but they are going to have to spend valuable resources regaining trust and credibility.  There are lessons for all of us to make sure we don’t make the same mistakes:

1. Have a crisis plan in place; update it often
2. Train your people in customer service and empower them:  patronizing is not customer service
3. Communicate frequently and forthrightly — remember, if you don’t communicate, others will communicate for you, especially now.  This is the era of real-time communications.

Also, companies must learn to communicate.  It used to be that companies and brands delivered messages to us; now it’s a true conversation, but many of them still don’t want to take part.  How?

1. Get into the conversation now:   Facebook, LinkedIn, Viadeo, Xing, Twitter
2. Be forthright and human in your communication
3. Remember:  it’s a conversation, not a soliloquy.  Do not grandstand, take part.

We’ll expand on this in our Twitter feeds — follow us!

Comments

[Nariatou]

Planning,communication and team activities are essential to handle a crisis efficiency.
however, we know that the media are always looking for the sensational in order to attract the audience.
Eurostar senior members made various attempts to communicate during the crisis, the media has simply decided to ignore their approach and attributed the full responsibility to Eurostar, and this even before the independent review was released.

[software development london]

Cool,

Keep up the good work,

Thanks