Crisis
Prepare your response to a crisis with the facts and the risks on the table.
When a defect goes viral, everyone has an opinion and little time. Your Thinkers separate what is known from what is not, bring what you learned in past crises and test how customers would react to each response. You make the call.
The question you have
A video of a defect went viral. What do we do?
The video is out. You have to decide what to say, to whom and what to do about the product, before you have all the facts, and a wrong response can make it worse.
Illustrative example: A video of a defect in one of a brand’s products spreads on social media. The team has to choose between a public apology with a replacement offer and a technical explanation first.
What happens, step by step
From your question to your decision.
- Nodi
What we know, what we do not
A crisis has its own checklist: what happened, who is affected, what people say, precedent, risk and regulation. Nodi shows what is covered and brings what your organization learned in past crises.
- Klima
What is public
If you approve it, Klima reads public sources: what happened, when, what people are saying, each piece with its source.
- Klima
How customers would react
You write the responses you are weighing and Klima simulates how your customers would react to each one. The credit cost shows first and nothing runs until you approve.
- Ward
The customer’s side
Ward challenges each response from the side of the customer who saw the video.
- Council and your team
The risk
The Council weighs the risk with an argument map. Legal risk stays with someone on your team.
- You
The decision
You choose the response. Later, what really happened goes beside the bet and the simulation, for the next crisis to start better.
The Thinkers involved
Nodi
Runs the decision with you: frames the question, brings what your organization already knows and shows you what needs you.
Klima
Defines the market for your question and builds the synthetic population from the SPM. Then runs the test.
Ward
Speaks for the buyer: what they would doubt, object to and never pay for.
Aegis
Maps what can go wrong, how likely it is and what it would cost, before you commit.
- What is known and what is not, with sources
- What you learned in past crises
- The responses in order, by customer type, with objections
- The risks mapped, and the decision on record
A simulation does not tell you how a crisis will unfold. It helps you compare responses and see what you may be missing. It does not replace your legal team, your authorities or talking to the customers affected.
Results show order and direction, never exact percentages. A person decides.
All plans
The crisis test, Klima’s public search, Ward and the Council are on every plan. The Board comes with Horizon Plus.