Crisis Management

Trust is a significant driver for revenue. In fact, in some cases, trust can be the deciding factor for consumers deciding between two options. But how do you actually build trust, especially when you mess up? Well, this is a question that businesses should approach with a significant amount of thought because it is logically impossible for businesses to be forever without mistakes. Think about it, if you have ordered a burger from In & Out once a week for the past year, then if they get your order wrong, because In & Out has built up a great reputation, it would not deter you from eating there again.

Applied In Apps

Different businesses and services will approach crisis management much differently. For example, Slack may run into issues regarding message failures or server timeouts. If they do not focus on smoothing this issue over to the best of their ability, then it will significantly lower the customer’s appeal towards their service, directly negatively impacting their revenue. Uber, on the other hand, would be exposed to different issues, such as GPS errors and lead to frustration because customers cannot utilize the core functionality of the service, getting to where they need to go. Banking apps may run into issues regarding payments, and because money is such a sensitive topic, one significant error will completely break trust. Trust is extremely hard to build, extremely easy to break, and even harder to re-build. Businesses that work really hard to manage instances of failure are much more likely to succeed and make money.